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Mila D'Antonio | October 12, 2015
How should marketers change their thinking? That was the question I repeatedly asked myself while attending &Then, the Direct Marketing Association's 2015 conference last week. Read more »
Judith Aquino | October 8, 2015
Ad blockers will destroy the advertising industry. Ad blockers will not destroy the advertising industry. Researchers and industry experts are unable to agree on the impact of ad-blocking software on the digital ad ecosystem. What's clear is that the ad industry must provide better consumer experiences or risk becoming irrelevant. Read more »
Anna Papachristos | October 7, 2015
Much has changed over the last 28 years. But on this, the anniversary of my reluctant birth, I can't help but dwell on the fact that my people (a.k.a. narcissistic, lazy, screen-obsessed Millennials) are no longer the new kids on the block. That's right! Soon we'll be as irrelevant and useless as Generation X or whatever they're called. (Honestly, when's the last time you heard researchers analyze anyone other than Baby Boomers and Millennials? I rest my case.) Read more »
Tom Hoffman | October 6, 2015
As we celebrate CX Day to recognize the companies and people that create great experiences for their customers, it's a great opportunity to remember why senior management's commitment to customer experience is so critical. As Peppers & Rogers Group founding partners Don Peppers and Martha Rogers, Ph.D. have often noted, customers are a company's sole revenue source. Not its products. Not its services. By understanding and delivering on customers' needs and preferences, companies can deliver the types of experiences that Read more »
Judith Aquino | October 6, 2015
In today's highly competitive economy, great customer experiences are vital to the ongoing success of any organization. But change takes time. Implementing new corporate initiatives can be a slow process that requires jumping through numerous hoops before igniting a major transformation. Read more »
Anna Papachristos | October 6, 2015
Childhood memories may become fuzzy, but the vibe often persists. No matter how many moments fade from the conscious mind, some remain vivid, untouched by time. For instance, while I cannot recall every trip to the store with my grandpa, one particular visit holds strong. Read more »
Mila D'Antonio | October 5, 2015
It's no secret among Customer Experience (CX) professionals that CX efforts often fall flat if they don't get adequate executive buy-in. So what gains executive attention best? Financials. Read more »
Mila D'Antonio | October 5, 2015
Last month, the 7-Eleven convenience store chain announced a partnership with DoorDash to provide on-demand delivery service in five major U.S. markets, including New York City, Chicago, and Los Angeles. The move expands the customer value proposition and allows the chain to compete in an evolving market and stay relevant in an "Uberfied" society. Read more »
Judith Aquino | October 1, 2015
Pinterest, the digital bulletin board, crossed 100 million users recently. As Pinterest gains users, the company must find more ways to engage people and drive growth. Indeed, international growth, improved user experiences, and monetizing its ad platform are priorities, said CEO Ben Silbermann, who shared the company's road map with attendees earlier this week at the IAB Mixx conference. Here are seven things Silbermann revealed about his vision for Pinterest and what users can expect next. Read more »

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