In my last post, I wrote that it’s time for marketers to rethink their approach to personalization. The value of…
Customer Experience Management
Four Keys to Strong Customer Relationships
A recent report by Accenture Interactive provides several interesting insights on both the fragility of B2B seller-buyer relationships and what…
Where Marketers are Missing the Mark with Customers
The New York chapter of the American Marketing Association has just published a research report that should be required reading…
What Communication Channels Do Customers Prefer? It Depends!
Last month, the CMO Council in partnership with Pitney Bowes published the results of a study that sought to identify…
Despite Challenges, Marketers Remain Committed to CX Technologies
In my last post, I discussed some of the findings from a recent study by The Harris Poll and RedPoint…
New Research Highlights Personalization, Privacy, and Customer Experience Performance
Senior company leaders in virtually all types of businesses now recognize that providing great customer experiences is a critical source…
The Growing Personalization Conundrum for Marketers
For more than two decades, the value of personalization has been largely unquestioned in marketing circles. Most marketing leaders now…
Marketing Myopia Revisited
(The following is a post I published more than six years ago. Given the recent focus on marketing’s responsibility for…