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  • customer experience
    The 25 Most Important Customer Experience Questions Answered by Christopher Koch
    Published on February 18, 2015
    The Ultimate Customer Experience FAQ Yes, we’ve done the work so you don’t have to. Our eyes still glowing red from the pain of poring over the arcane verbosity of dozens of academic research papers (though a few interesting books helped…
  • Customer Intimacy: What's Analytics Got To Do With It?
    Customer Intimacy: What’s Analytics Got To Do With It? by Elizabeth Gaines
    Published on April 05, 2013
    How can you have an “intimate relationship” when one party is a large enterprise with more than $1 billion in annual revenue and the other is an individual customer or prospect? In such…

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eyes of angry customer

How To Disarm Angry Customers With Social Video?

Social video may just be the next great way to disarm a negative client and turn them into an advocate. Daniel Newman explains.
Privacy For Personalization: Is It A Fair Trade-Off?

Privacy For Personalization: Is It A Fair Trade-Off?

A personalized customer experience is based on trust. When we accept that privacy is lost battle and decide to embrace it, we can get something in return.
consumer window shops

What A 23-Year-Old Can Teach Us About Unified Commerce

For retailers, there’s a big internal focus on unifying commerce channels. However, the focus should go beyond systems to focus on the consumer perspective.
executives shake hands

CMO + CIO = Chief Experience Officer [VIDEO]

Business and IT have always worked together. But, the rise of the customer brings an urgent need for close collaboration between the CMO and CIO.
Omnichannel: Add Dimension To Your Contact Center

Omnichannel: Add Dimension To Your Contact Center

Creating an omnichannel contact center experience can give consumers a single view of a brand across physical and online channels.