Media-savvy brands have known for years that every Facebook post from a delighted customer or tweet from a disgruntled former employee represents a voice: a real person with family, friends, and meaningful influence in their respective networks. A social…

Business leaders are catching on to the importance of customer experience management (CXM); in fact, 91% of organizations surveyed said they aspire to be among the customer experience leaders in their industry. At the same time, many seem stuck in the as…

There was a time not too long ago, in a galaxy not too far away, when the shopping experience began and ended at the doors of a brick and mortar store. You decided you wanted to buy something, made the journey to the store, found your item, purchased it,…

Social media is a vast ocean of opportunities for brands. It’s also a dark sea full of risk. Risk of being non-compliant. Risk of humiliation due to errant tweets. Risk of irreparable reputational damage. Like I said — a dark, scary, risky abyss. Compani…

For marketers, digital disruption has increased competition and driven fundamental changes within the industry. Brands and employees are now expected to harness fast-changing technologies to provide personalized service to customers in real time. For wom…

Last year I wrote that I don’t like prediction pieces. Then, I broke my own rule, and I compiled a series of predictions that had been sent to me and combined them with a bit of commentary. Over the last few weeks, I have been sent a range of predictions…

The average person spends 2 and a half hours on social media every single day. So it’s no wonder that one of the main places we try to build up our businesses is on platforms like Facebook and Instagram. But what happens when your big number of followers…

There are three big questions about artificial intelligence and its impact on society: What can it do? Where is it going? And how fast will it spread? Experts are working to definitively answer each of those questions, but there is no doubt that AI will …

Growth leaders are in the midst of a unique pandemic induced recession. For many it is their first as a business leader. For most it is putting tremendous pressure on the decisions they make in 2021. “It is critical to for growth leaders to learn from th…

Customer marketers are ideally positioned to accelerate value delivery to customers and efficiency gains to their organizations in 2021. Marketing leaders must begin to see customer marketers and demand marketers as peers to maximize this opportunity. Th…

Brands face three pertinent questions about augmented reality (AR) and virtual reality (VR): What is the technology capable of? Where is it going? And how fast will it spread? Consumers already recognize its potential: worldwide consumer spending on AR a…

Forrester found that emotion has a bigger impact on customer loyalty than both effectiveness and ease. As a result, they dubbed 2015 the year that companies should jump on the “emotional bandwagon” to differentiate their customer experience. Indeed, we h…