Latest Articles
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4 Tips for Balancing Customer Experience and Fraud Prevention
Customers want great CX when transacting with companies, but they also want protection, creating a balancing act between CX and fraud prevention.
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In a Climate Crisis, Text Should Be the Default Option for Communication
Imagine civilization without text. Imagine science, politics, philosophy, government, business, without text. We take text for granted.
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What Do Olympic Volleyball Teams and Agile Software Teams Have in Common?
Outcomes are out of our control. But if you show up with your A-game, you increase the chances of making the most of opportunities.
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Microsoft 365’s New Price Tier, RingCentral Dials In to the Hybrid Workplace & More News
Microsoft ups the price of MS 365 for the first time in 10 years, RingCentral improves its digital workplace offering and Toshiba puts its head in the cloud.
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Usability Testing: 7 Metrics to Assess Ease of Use
Usability testing shows how well a solution meets people's needs and highlights areas for improvement. Here are seven areas to watch.
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A Look at Customer Effort Score and How It Can Help Build Better CX
Choosing the right CX metric can be the difference between business success and failure. Here we'll break down the principles of Customer Effort Score (CES).
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Lytics Adds a Reverse ETL Extension to Its Newly Rebranded CDP
Lytics launched a new extract, transform, load (ETL) extension for it's CDP and along with the updates comes a new name for it's flagship CDP.
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Traject Acquires Loomly, Walmart Debuts Demand-Side Platform and More CX News
Digging into the CX and digital marketing software news of the week, including Traject's acquisition of Loomly and Walmart's debut of a demand-side platform.
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Trello Unveils New Pricing, Low-Code Automation Features
The collaboration and workflow management software company aims to attract more users with low cost, easy-to-use features.
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How Can Leaders Prepare for the Unexpected?
No one can predict the future. But leaders must identify inflection points before they happen. CIOs offer suggestions on how to do this.
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It's National Black Business Month. Let's Talk Supplier Diversity
When businesses look to improve diversity and inclusion efforts, they typically focus on the recruitment process. But another area worth exploring is suppliers.
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Communicating Change: Overcoming Resistance Through Empathy
A critical element of any change management initiative is communications. What kind of messaging can transform potential adversaries into allies?
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Facebook Releases Horizon Workrooms, Underscoring Its Metaverse Ambitions
Facebook is pursuing its metaverse strategy with the release of Horizon Workrooms. Here's what you need to know.
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4 Examples of Customer Experience Initiatives and Implementations Gone Wrong
Despite the experience and education of some veteran marketers as well as some careful planning there are times that customer experience efforts go awry.
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Digital Workplace Flexibility Is Far From Being A Done Deal
On the eve of the return to the physical workplace, there is a wide gap between employee's perception of flexibility and employers. Here's why.
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Online? In-Store? Get Ready for the Era of Phygital Shopping
The line – however slim – that existed between in-store and online retail experiences was eliminated during the COVID-19 pandemic.
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Power Apps Issues Remind Us of the Need for Low-Code and No-Code Governance
UpGuard found a flaw in Microsoft Power Apps default permissions which resulted in the exposure of 38M online records. Let's talk low-code governance, shall we?
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Why Conversational AI Is So Much More Than a Chatbot
The history and use of conversational AI, and the ways conversational AI is being used outside of typical chatbots.
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Is It Ever Gonna Be Easy for Marketing Ops?
Marketing ops is never gonna be an easy job, but here are a few tips to make it easier.
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Going Beyond Video: The Evolution of Digital Asset Management
Today’s Digital Asset Management platform needs to be more than just asset or visual content management.
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