Utilities leader Nuon (Vattenfall) switched their marketing strategy from channel vision to one-to-one...

Your customers have a strong opinion of what makes a company customer-centric. Customer service organizations...

The Adobe Digital Economy Index offers the most comprehensive set of insights of its kind, based on analysis...

Sales teams work so hard, they can burn out quickly. It's tough when customer contacts, sales goals,...

The rise of marketing technology has in some ways shined a light into areas that were previously hard...

Organizations like Microsoft, Amazon, and Google are turning to experimentation to relentlessly pursue...

Customers expect more from brands when it comes to convenience, resolution times, and agent expertise....

Today's consumers expect brands to be able to understand and speak to them without skipping a beat as...

Forrester forecasts cloud subscription revenues to grow overall by 22% in 2016. This is a result of businesses...

Brands that excel at delivering relevant and personalised customer experiences are leading because they're...

The landscape has shifted for CMS, it used to be that big companies bought high end systems and adapted...

Any marketer worth their weight in leads knows the benefits of personalization—and yet, a surprisingly...

Consumers today have more choices than ever. Often, all it takes is a better online experience, an enticing...

A renewed, and long overdue, focus on retention is finally here. Companies are finding success through...