Marketing

Marketing

Best practice advice and the latest insights about marketing strategies and technologies.

Artificial intelligence

28th Jun 2022

Sponsored

GPT-3? No, it’s not a new Star Wars character

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General Data Protection Regulation (GDPR)

30th Jun 2022

Data privacy & the shift to a 'cookieless' world

by

Sachiko Scheuing

Strategy

27th Jun 2022

“If marketing sucks, no one sees the experience”

Avis Easteal

Privacy

20th Jun 2022

Using first-party data to find new customers

by

Employee engagement

16th Jun 2022

How to engage employees working remotely

by

Culture

14th Jun 2022

Homeworking – a potential minefield for marketing

by

Nicholas Watkis

Data

13th Jun 2022

Will customer data exploitation damage CX?

by

Suvish Viswanathan

Data exploitation

Employee engagement

1st Jun 2022

Self-Scheduling: The answer to agent stress

by

Contact centres

25th May 2022

True Cloud vs Fake (Hosted) Cloud:

by

Customer satisfaction

24th May 2022

Business is driven by customers not administration

by

Nicholas Watkis

Privacy

23rd May 2022

Prioritising privacy for conscientious consumers

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Resources

Research

Sponsored

Improving empathy in customer service

In July 2020, MyCustomer and Genesys conducted a study examining consumer attitudes to empathy in customer service interactions. The findings were...

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Research

Sponsored

Empathy in customer service - a consumer survey

Cover

Report

Sponsored

How to create a customer service funnel

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Webinar

Sponsored

Webinar: Using AI to anticipate customer service

Umbrella

Whitepaper

Sponsored

How to improve your survey response rates

Confirmit report

Technology

20th May 2022

Empower customers to be their own heroes

by

Sue Nabeth Moore

Empowering your customers to be their own heroes

Culture

24th May 2022

Combat disruption fatigue with purpose

by

Gagandeep Gadri

Privacy

20th May 2022

Responsible use of data is the backbone of trust

by

Dimitrios Tsivrikos

Personalisation

24th May 2022

How telcos are using behavioural science

by

Sharifah Amirah

Data

16th May 2022

Measuring CX ROI is hampered by meaningless means

by

Peter Dorrington

ROI

Customer metrics

10th Jun 2022

The gap between what you measure & what you do

by

Callan Schebella

Analytics

15th Jun 2022

How to make the most of advanced analytics

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Trending

Ecommerce

1st Jul 2022

Will Amazon have a customer experience crisis?

Amazon could be heading for a customer experience catastrophe, according to market research firm eMarketer.

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Amazon staffing crisis

Engagement

4th Jul 2022

Can a degree add credibility to CX certification?

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MSU launch first CX degree in North America

Engagement

5th Jul 2022

Customer experience lessons from Atlantis The Palm

by

Steven Van Belleghem

atlantis the palm

Voice of the Customer

30th Jun 2022

NPS is still the best CX metric we have!

by

Maurice Fitzgerald

first place

Technology

6th May 2022

Is proactive service causing more harm than good?

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Outreach programmes failing two-thirds of customers

Privacy

17th May 2022

Identity & authentication challenges to online CX

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Data

21st Apr 2022

CX & the changing fortunes of customer insight

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customer insight

Customer emotion

10th May 2022

How empathetic is your brand?

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Collaboration

11th Apr 2022

Effective communication requires plain speaking

by

Nicholas Watkis

Data

22nd Apr 2022

How to put digital empathy into practice

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Robot empathy

Strategy

12th Apr 2022

Podcast: Adi Tobias, head of CX strategy, Uber

Abi Tobias, Uber

Data

31st May 2022

How to drive CX ROI through insurance analytics

by

John Aves and William Beresford

folder

Wed, May 4 | 11:00 to 12:00

What’s gone wrong with the CX world?

What's gone wrong with CX?

What’s gone wrong with the CX world?

Technology

31st Mar 2022

Making the case for CX tech: 12 tips for success

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Investment

Data

11th Apr 2022

Operational CSAT: The perfect complement to NPS?

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Numbers scores

Personalisation

16th Mar 2022

Find the balance of personalisation & privacy

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Pages