CX

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  AI

  Why Agentic AI Is Causing Customers to Expect More and Tolerate Less

  As AI takes over more of the customer experience landscape, replacing long hold times with immediate responses, customers are beginning to expect instant solutions across the board.

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  Acquisition

  Oracle CX CMO Talks Customer Experience Trends for Marketers in 2020

  Oracle’s Des Cahill discusses the evolution of CX, trends for 2020 and data-driven leadership.

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  Data Driven ROI

  Four Brands Getting Customer Experience Right

  Brands who get the customer experience equation right reap greater
  loyalty and increased revenues. Those that fail risk customer defection.

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  Data & Analytics

  Transforming Customer Experience with Data: 5 Tips

  Brands like Disney, Amazon and Netflix deliver amazing CX in our personal lives,
  but why haven’t more brands achieved these heady heights?

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  Profiles & Campaigns

  B2B Customer Experience: Why CX Matters Across the Entire Funnel

  For top B2B brands like SAP and Pitney Bowes, customer experience is often
  the tipping point when it comes to acquiring—and retaining—business.

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  Acquisition

  The Future of CX is in for Profound Change: Forrester

  There is a fundamental shift in how brands manage CX and their customers due to an explosion of technologies and more progressive organizational and operating models.

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  Engagement

  Five Ways To Get Obsessed with Customer Experience

  A Forrester report found companies with superior customer experience outperform
  laggards. But companies often think their CX is better than customers do.

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  Direct Marketing | Print

  Stop Oversimplifying B2B marketing: It’s Fundamentally Different From B2C

  B2B marketing is inherently different from B2C, and brands that fail to reflect
  this will not succeed. Here’s the nuances you need to keep in mind.

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  Acquisition

  Troubling CX Challenges on Both the Front-and-Back Ends: Survey

  While customers struggle on the front end to get a great customer experience,
  on the back end there isn’t enough CX support.

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  Engagement

  Kohl’s Amazon Returns Deal Improves In-Store CX

  The ability to make Amazon returns in-store is the latest move by Kohl’s
  to improve its retail customer experience.