By Kaylee Hultgren, contributor to Chief Marketer When 22 percent of consumers would rather spend a night in jail than deal with customer service, according to a recent Twilio survey, you know there’s a problem. Slight hyperbole? Most likely. But it’s a fair point. Frustration with customer service is a real thing, and it can...Read More

By ClickZ Exclusive advice from global influencer and CXO leader, Cyril Coste on how to amp up your customer experience (CX) strategy and connect AI with digital For years, marketing leaders and brands have treated AI equivalent to an enigma. Some businesses succeeded and some failed to apply AI across marketing and business functions. And...Read More

by Henry Bell, Contributor to ReadWrite The development of smartphone and computer technologies, and the internet in general, have influenced customers’ default behavior and expectations when it comes to customer experience. More and more shopping is moving online, which is a very different environment, especially when interacting with users and maintaining relationships. The Covid Pandemic accelerated...Read More

By Lisa Loftis, Contributor to CMS Wire Getting customer understanding right not only provides great customer experience (CX), it also gives marketers a leg up on what I see as the big opportunities for CX in 2022. We looked at these opportunities in my 2022 predictions and priorities for marketing and CX. But unlike prediction lists of...Read More

By Melissa Henley, contributor to CMS Wire Is one of your 2022 goals to transform customer experience at your organization? If so, you’re not alone. CRM vendor SuperOffice surveyed 1,920 business professionals and found nearly half of respondents — 45.9% — said that transforming customer experience was the top priority for their business in the...Read More

Understanding customer behavior is vital to enhancing experiences. by Corey Patterson, Contributor to Martech “Marketers are expected to deliver campaigns that cultivate rich customer experience and drive brand awareness, all within a quick turnaround time,” said Megan Sangha, Senior Product Marketing Manager at Wrike, in her presentation at our MarTech conference. “Things could be different if...Read More

61% of Consumers Indicated that Information Being Provided Through the Wrong Communication Channel Leads to Frustration with a Company LONDON and NEW YORK, Dec. 07, 2021 (GLOBE NEWSWIRE) — Smart Communications™, a leading technology company focused on helping businesses engage in more meaningful customer conversations, today announced the results of a global survey that uncovers consumer...Read More

By Greg Kihlström, Contributor to CMS Wire Competition is fierce in the area of customer experience, so having a deeper understanding of your audience is critical to success. This understanding needs to go beyond a general understanding of audience segments and personas, and achieve an ability to personalize experience for individuals. Organizations have several tools...Read More

By Bernard Marr, Contributor to Forbes Our world is changing rapidly, and so too are consumer expectations. Therefore, if your business wants to continue to add real value and solve customers’ problems, you will have to rethink your products and services to take account of the huge shifts taking place. Broadly speaking, these shifts can...Read More

by Dave Sutton, Contributor to Business2Community Customer Experience (CX) expectations have been changing over the years due to the rise of digital marketing. With better ways to communicate, customers are now expecting that all brands across industries offer multi-channel engagement. Brands are expected to maintain simple and clear communications across multiple media channels powered by...Read More