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Tom Hoffman | March 17, 2015
Corporate leaders are beginning to recognize that the lines have blurred between the brand and the customer experience. This revelation is prompting a growing number of companies to establish a Chief Customer Officer (CCO) role and bring a more unified approach to customer centricity. According to The 2014 CCO Study conducted by the Chief Customer Officer Council, 22 percent of Fortune 100 companies have adopted the role. While that's an impressive milestone, it's clear that the industry is still early Read more »
Mila D'Antonio | March 16, 2015
We've all read the articles and seen the reports: This year is the year of personalization. From emails that send local weather updates, watches that report your day to day efficiency, beacons that engage customers' interests in-store, and changing rooms that know your style and sizes, 2015 is poised to take personalization to the next level. Read more »
Guest Blogger: Sam Stern | March 13, 2015
A few years back, FedEx learned that "the leaning tower of packages" at its retail locations was making many customers uneasy. Store employees would take a customer's package, and place it on the messy pile. Based on that simple visual cue, these customers worried that their package might very well get lost in their seemingly haphazard shipping process. FedEx had run into a problem that plagues many companies, and that is the subject of my latest report for Forrester, co-written Read more »
Judith Aquino | March 12, 2015
Marketers are turning the customer experience into their rallying cry. At the Adobe Digital Marketing Summit, discussions about the future of marketing were peppered with references to "meeting customer expectations" and "improving the customer experience." Read more »
Anna Papachristos | March 11, 2015
Despite our innate affinity to journey all over the world, travel can often become complicated. Between scheduling flights and navigating terminals, getting from point A to point B isn't always easy. However, for CheapOair, mobile technologies have enabled the online booking site to provide customers with consistent, personalized service no matter their method of choice. Read more »
Tom Hoffman | March 10, 2015
It's common for big, multinational companies to generate a sizeable share of their revenue from outside the U.S. International expansion remains a key growth area for many U.S. companies. According to the Bank of America Merrill Lynch 2015 CFO Outlook survey of 603 financial executives, 54 percent of companies have some foreign market involvement. As some marketing leaders have discovered, it can be extremely challenging to obtain good quality customer or prospect data in emerging geographies where their companies are Read more »
Mila D'Antonio | March 9, 2015
At a meeting last week for the investor community, Target Corporation Chairman and CEO Brian Cornell and members of his leadership team presented plans intended to transform the retailer's business. Read more »
Judith Aquino | March 5, 2015
Personalized customer experiences have become table stakes. Consumers increasingly expect companies to remember their preferences and provide them with relevant content or offers. At the same time, businesses are sitting on a mountain of customer interaction data that continues to grow. As companies strive to provide enhanced customer experiences, the personalized marketing landscape is heating up. Read more »
Anna Papachristos | March 4, 2015
Despite the fact that we all have smartphones within reach nearly 24/7, most use the voice function less and less, instead opting to contact friends and family--even our favorite brands--via text, chat, or social. However, as Irv Shapiro, CEO and CTO of DialogTech, emphasizes, voice remains the one factor that sets humans apart from every other species. Our ability to vocalize emotions and ideas allows us to innovate and invent in ways that only humans can. But, as digital communications Read more »

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