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Anna Papachristos | January 28, 2015
Once upon a time, the word 'value' instinctively referred to what a person believed in--their ideals and morals. Skip ahead to present day and you'll find that the term is simply a word to inadequately describe the menu at your favorite artery-clogging fast-food joint. No one really cares about your beliefs; all that counts is that you didn't break the bank while ingesting your future heart attack. Read more »
Tom Hoffman | January 27, 2015
Three years ago, Gartner VP Laura McLellan boldly predicted that by 2017, CMOs would be outspending CIOs on IT. McLellan's prediction ignited a firestorm of discussion among industry executives and pundits about the role of the CMO and the marketing organization in technology spending. But the debate hasn't stopped there. As a growing percentage of enterprise IT spending is being directed at marketing, some observers have positioned this as a control issue and a catalyst that is deepening the rift Read more »
Mila D'Antonio | January 26, 2015
In his annual State of the Union Address last week, President Obama outlined his proposal for Congress to allow six weeks of paid maternity and paternity leave for all workers. On Jan. 15, Obama already signed a presidential memorandum guaranteeing federal workers six weeks of paid leave if they have a new child. Read more »
Guest Blogger: Kate Leggett | January 23, 2015
Customers are using more communication channels for customer service than ever before. They are also contacting customer service organizations more frequently. Companies are rising to this challenge as overall satisfaction with the quality of service communication channels is trending upwards. Read more »
Judith Aquino | January 22, 2015
Pinterest knows nearly everything about my wedding. I pinned photos of every item that needed to be purchased for the ceremony and reception on my Pinterest board last year. But I can't say that I bought anything based on a recommendation from Pinterest. The company is trying to change that. Read more »
Anna Papachristos | January 21, 2015
By now, many individuals have abandoned their lofty New Year's resolutions, for the promise of renewal has reverted back to business as usual. However, all hope may not be lost quite yet. Read more »
Tom Hoffman | January 20, 2015
Culled from the 'has-this-ever-happened-to-you?' files: You dial an 800 number for product or service support and find yourself getting lost in the IVR tree. If you press zero, either the prompt doesn't work or you're informed that the wait time to speak with a live agent is seemingly longer than a trans-Atlantic flight. Undeterred, you decide to punch in a random number in the hope of connecting with someone - anyone - until you suddenly find yourself speaking with somebody Read more »
Mila D'Antonio | January 19, 2015
Last week President Obama called for federal legislation that would aim to safeguard consumer data and require retailers to be more forthcoming about data breaches when they occur. Obama will announce his legislation, The Personal Data Notification and Protection Act, in his State of the Union Address tomorrow night and the administration expects bipartisan support. Read more »
Judith Aquino | January 15, 2015
Dressing rooms are an important, but often neglected part of the customer journey. Shoppers frequently make their purchase decisions in poorly lit rooms, sometimes without a mirror. And if they need another clothing size, they have to flag down a sales associate. But like other areas in retail, dressing rooms are getting a makeover. Read more »

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