When Did Customer Success Stop Being Successful?

Cracking a mystery of modern revenue optimization.

In a World of AI Co-Pilots, Who’s Ready to Fly the CX Plane?

The question of pilot (i.e., human) readiness has entered the AI picture.

When It Comes to CX, HR Is MIA, and It’s Not Their Fault

Don't overlook what human resources can bring to the table.

Where Can Marketing Technology Grow From Here?

There are 11,000 reasons to rethink that answer.

ChatGPT: Looking Beyond the Hype

Companies need to start asking and answering questions now about their plans for AI

Reinforcing the ‘R’ in CRM

Companies need to embrace the role of relationships in driving digital and business transformation.

CX and the Need to Nix the Metaphor of War

When we stop thinking of customers as enemies to be ‘targeted', collaborative possibilities arise.

The Metaverse Won’t Be as Forgiving as Web 2.0

Customer experience leaders need to figure out their place in the metaverse economy.

The 360-Degree Customer View Fallacy

Do we really need to know everything about customers?

Five Long-Term Business Lessons the Pandemic Taught Us

Here's what companies must address to thrive amid uncertainty.

Value, Not Volume: The New Bar for Good Marketing

The coming revolution in marketing is not simply a matter of increasing and improving use of digital channels. It rests on a better and better-integrated understanding of customers.

How to Sell Virtually in a Turbulent Marketplace

Your meetings have moved online, but technology isn't all you need

With Big Data, Big Isn’t Necessarily Better

The specific kinds of data matter—the kinds that generate insights

When Designing Customer Engagement Programs, Remember: Style Matters

Interfaces should be simple and intuitive, but also visually appealing

Is Your Enterprise Ready for Direct-to-Consumer Business?

The final point of sale in an omnichannel marketplace is shifting

Customer Self-Service: Fast, Cheap, and in Control

Self-service has gone from an acceptable alternative to a desirable one

Where Systems of Record Will Go from Here

They're continually evolving, not going away

Data Is Useless (at Least on Its Own)

Marketers should view data as just one ingredient in a successful recipe

Are Grocery Services Profitably Delivering on Customer Experience?

The last mile of direct-to-consumer supply chain is challenging

Storytelling in Business: Art, Science, Necessity

You have to make customers connect with you in a personal way