The advertising headwinds have been gathering. The $7.4B lost to bad ads. The chronic underperformance. Major firms pulling millions from media budgets. Consumers…
This morning, Adobe announced that it will end support for the Flash Player at the end of 2020. Over the past 20 years, digital…
CX as a profession is putting a lot of effort into reducing effort (pun intended). With good reason: too many companies make it so hard…
I’ve spent the past few weeks traveling around Europe, and during my trip, I became keenly aware of how much I rely on my phone…
If you’ve ever bought a car from an auto dealership, this story might ring true for you. After weeks of test driving, researching, and…
Customer service departments in all industries are increasing their use of chatbots, and we will see usage rise even higher in the next year…
In the realm of multichannel customer communications, email is still king. It’s the easiest to send, it’s inexpensive and it’s the channel on which most…
The new Forrester WaveTM: Customer Feedback Management Platforms, Q2, 2017 (paywall) is live! CFM platforms are part of a larger VoC vendor landscape and…
