The contact center has become the focal point of the customer interaction. Customers spend more time researching products, managing account and order information, resolving issues, and utilizing ...

“Customer obsession is something we hear a lot about in marketing,” David began. “Maybe obsession is too far… but why is it so important for marketing to be customer-centric? Is this an entire shift ...

Every brand has its own version of the perfect customer. For most, these are the brand advocates that purchase regularly and frequently, take advantage of promotions and special offers, and engage ...

One of the greatest challenges facing any business today is getting a comprehensive view of their customers. Most businesses have multiple data sources, each containing some customer information, but ...

Gaining a comprehensive, 360-degree customer view is the end goal of digital marketing. Unfortunately, the term is commonly seen to be theoretical hype rather than a practical possibility. In July ...

“Data-Driven Thinking” is written by members of the media community and contains fresh ideas on the digital revolution in media. Today’s column is written by Lizzy Foo Kune, vice president and analyst ...

SAP is tying the HANA in-memory database to its CRM (customer relationship management) software and other applications, creating a package that will “allow organizations to revolutionize the way they ...

Consumer packaged goods companies in the market today need an improved way of seeing their customers. They want to deeply transform engagement and have more personalized relationships, gain the ...

Most customer experience initiatives falter because they think it’s only about the customer and the data is an afterthought. If the notion of a rich, reliable customer profile has existed for decades, ...

More than half of global executives — 58% — said that customer experience is the number one business priority facing their businesses, according to a recent report published by Harvard Business Review ...

Creating a single source of truth for customer data and a 360-degree customer view is a complex undertaking. Buying a solution rather than building one streamlines the process. Can you help your ...