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

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

According to McKinsey Digital, live commerce has evolved rapidly in China, taking less than five years...

Customers expect more from brands when it comes to convenience, resolution times, and agent expertise....

This paper picks out proven cases which can be adapted into a practical reality to make customer engagement...

In the fast-moving digital world, even experts have a hard time assessing new ideas. Case in point: At...

Your customers have a strong opinion of what makes a company customer-centric. Customer service organizations...

You have bold ambitions for your sales team. You want to—and need to—reinvent productivity. But the...

Forrester forecasts cloud subscription revenues to grow overall by 22% in 2016. This is a result of businesses...

There's a new paradox in marketing. We present a vision for how marketing leaders can balance trust and...

Business-to-business (B2B) manufacturers today are facing greater demand for frictionless buying experiences....

More than ever, enterprise organisations need a 360-degree view of their customers to deliver the kind...

In a digital world, where every campaign and customer experience can be tracked, it's imperative for...

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