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Four Tips for Rewiring Customer Experience
Customer experience (CX) can make or break a company. According to a Gartner survey, 81 percent of marketing leaders now believe their companies will compete on the basis of CX, though only 22 percent...
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It’s All About Feelings in New SAP TV Spot
In the spot, Clive Owens asks viewers how they’re feeling on a scale of one to five. SAP is a B2B pure play, but changing buying patterns have led the company to adapt B2C marketing practices to...
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Stop Oversimplifying B2B marketing: It’s Fundamentally Different From B2C
Why is there a deluge of headlines urging B2B marketers to think more like B2C brands? The B2B sales process is inherently different from B2C, and marketing that fails to reflect this will not succeed....
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Five Ways To Get Obsessed with Customer Experience
“Good inventors and designers deeply understand their customer. They spend tremendous energy developing that intuition. They study and understand many anecdotes rather than only the averages you’ll...
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The Future of CX is in for Profound Change: Forrester
There is a fundamental shift in how brands manage CX and their customers due to an explosion of technologies and more progressive organizational and operating models. The future of CX will be far...
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B2B Customer Experience: Why CX Matters Across the Entire Funnel
According to Gallup, companies with the highest levels of engagement have 72 percent more fully engaged customers B2B decision makers consider a number of variables when making a purchase, but today...
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John Hancock Puts the Focus on Customers in B2B and B2C
Many of the same tactics that connect with consumers also engage B2B audiences for John Hancock. Sure, the B2B customers of John Hancock Insurance have decidedly different needs than their consumer...
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Transforming Customer Experience with Data: 5 Tips
All companies aspire to deliver superlative personalization and customer experience. Brands like Disney, Amazon and Netflix deliver amazing CX in our personal lives, but why haven’t more brands...
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Q&A: Michael Brenner on Empathy and Marketing
Michael Brenner Wouldn’t the world—and marketing—be a whole lot better if people were simply nicer and more understanding of one another? Marketing Insider Group CEO Michael Brenner targets the power...
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Four Brands Getting Customer Experience Right
Mercury has revamped its customer service center and back office operations. Understanding customer needs and desires across their journey and ensuring organizations can respond accordingly has never...
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Oracle CX CMO Talks Customer Experience Trends for Marketers in 2020
Des Cahill, CMO of Oracle CX Never has it been more important for brands to deliver top-notch experiences at all stops along the customer journey. Indeed, each interaction a consumer has with your...
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Four Ways to Reach and Retain B2B Buyers
Customer retention is more challenging than ever for B2B sellers, which is forcing a deeper focus on the quality of customer experiences. But these retention challenges also provide B2B organizations...
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Our Top Five B2B Marketing Stories of 2020
Attention, B2B marketers. By now you’ve hopefully settled into the new year—and the new decade. Phew. So, let’s take a step back and look at the most popular B2B marketing stories so far this year....
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Adobe Summit: Six Digital Marketing Trends Impacting Business in 2020
When executives from Adobe and AI content platform Persado sat down last December to discuss the top five marketing trends that will impact business in 2020, they settled on topics related to data...
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Three Ways Technology Can Boost Customer Experience for D2C Marketing
Providing a superior customer experience is critical in these times, particularly for direct-to-consumer brands. To ensure customers receive the appropriate communications and assistance leading up to...
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Three Pandemic-Born Customer Experience Trends That Are Here to Stay
The pandemic has spawned new trends in customer experience as a result of shifting consumer behaviors. And some are here to stay. Three trends—contactless shopping, subscription business models and SMS...
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Understanding the End-to-End Content Lifecycle
Your online presence has never been more critical to your business success. Because it’s not flashy ads or trendy products winning customers today—it’s the customer experience itself. Salesforce’s...
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