An easy customer experience is the hallmark of today's most successful support organisations. That's...

Interactions between consumers and brands are increasingly playing out across a wide variety of different...

Field service management teams want to keep costs down, while improving their customer service relationships. This...

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...

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

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

The accessibility of reaching and consuming content through various touch points has left marketers scratching...

Adobe hat Forrester Consulting beauftragt, eine TEI-Studie (Total Economic Impact™) durchzuführen...

Dark social is a significant and growing challenge that marketers need to take seriously. There is a...

Customers walking into stores are trading transactions for inspiration and experiences—the convenience...

The COVID-19 pandemic shed light on the need for contact centre modernisation to provide seamless customer...

With the PSD2 and GDPR coming into play in 2018, the financial industry in particular will experience...

76% of consumers have permanently changed their buying behaviors (brand switching, cost rationalization,...