One of the Big Retail CX Trends of 2024? Staff Friendliness

Technology advancements and digital channels often dominate the conversation, but business leaders shouldn't overlook the power of human connection.

Personal Shopping Agents are the Future of E-Commerce

How the rise of personal agents will change how consumers buy and retailers sell online.

Reframing CRM from Tactical Tool to Engagement Methodology

CRM is often viewed primarily as data and technology rather than a methodology to help brands understand audience needs, deliver rational and emotional value, and measure impact.

Driving Customer Loyalty: Three Guiding Principles That Work

We all love a working and profitable relationship with our customers. But what's your plan for when things get bumpy?

Crisis-Proof Your Brand: The CMO-Led Playbook for Protecting the Customer Experience

As more companies face the challenge of managing modern crises, it's clear chief marketing officers have a critical role to play.

Not so Fast, Marketers: Don’t Get Too Comfortable Relying on Third-Party Data

Google has scrapped its plan to eliminate third-party cookies, but marketers have to keep pace with customers' expectations for privacy and more relevant interactions.

Why Retailers Can’t Afford to Ignore AI

The one-size-fits-all approach to retail is over. Consumers want personalization, and AI can deliver.

The New Customer Journey: How Trust and Advocacy Have Redefined the Funnel

Consumers are placing their trust in what other consumers have to say: their networks, influencers, publishers, and more.

AI Agents: What Businesses Should Know and How to Leverage Them

Start planning now to bear the fruits of productivity gains, cost savings, and enhanced capabilities.

New Industry Standards for CX Could Make It Easier to Show ROI

The criteria in these standards can help CX leaders and teams prepare to benchmark their CX programs and create a plan for optimization.

Boosting Efficiency: Experts Detail How CRM Is Redefining the Service Provider Industry

Discover how integrating business operations technology can streamline your business, reduce costs, and give service providers a competitive edge in a demanding industry.

Avoid Tone-Deaf Marketing That Acts Like Political Solicitations

Politicians send out blast emails asking for donations without ever truly knowing anything about you. Marketers can't make the same mistake. 

How Marketers Can Turn Google's Pause on Cookie Deprecation Into a Win

The work that marketing departments have done up to now won't be wasted. Here are three big areas to focus on until cookieless marketing is a reality.

AI Paired with the IoT Means Retail Goes Real Time

Pairing AI with data from IoT devices, underpinned with an event-enabled approach, is changing the way retailers do retail—from the shop floor, to understanding customer experiences, to optimizing stock levels in the warehouse.

DMARC: The Unsung Hero of Email Marketing (and How to Get It Right)

What is DMARC and why should marketers care? Here is everything to know about DMARC, its significance, and how to implement it effectively.

Customer Care Teams Have Much to Gain Using Generative AI

Brands of all sizes are putting generative AI to work, rapidly scaling customer engagement strategies and creating more efficiencies throughout their customer service efforts.

Cleaning Up the B2B Lead Generation Industry: A Call to Action

B2B marketers have had to grapple with unreliable data sources, deceptive providers, and unproductive leads. It's time for a change.

The Biden Administration's 'Time is Money' Initiative: Bad Customer Experiences Invite Costly Regulation

Invest in improving customer experiences now or face costly consequences later. (Featured on SmartCustomerService.com.)

3 Ways to Drive Sales Performance Through Seller Resilience

Sales leaders can build resiliency by changing how sellers perceive their roles and everyday work.

How to Select and Deploy GenAI Tools to Reach Your Next Customer

GenAI can both optimize your marketing strategies and maximize efficiency.