by Leeya Hendricks. As the final frontier in Star Trek, customer experience remains the ultimate lead to transformation that will propel us into the galaxy.
by Leeya Hendricks. Given the game-changing immediacy of online channels, customer experience (CX) is no longer a nice-to-have but a strategic business imperative.
by Mark Eardley. In B2B organisations, the blame for a widespread indifference to marketing’s role lies entirely with the function itself.
by Prakash Patel. We need to “start marketing to today’s consumers through their eyes as the consumer”.
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by Leeya Hendricks. Is this a welcome segue into a new customer-centric age, or a worrying miscalculation of what marketing is and does?
by Julia Ahlfeldt. Keeping customers happy should be the no. 1 priority of the brands they buy from. Yet, this isn’t always the reality. Here are my don’ts.
by Mark Eardley. In this fourth Q&A with Forrester’s Laura Ramos, we’re going to look at targeting.
by Julia Ahlfeldt. If you’ve watched Silicon Valley, you’ll recognise this cringeworthy scene. For those who haven’t, you’ll relate anyway.
by Mark Eardley. In this second Q&A with Forrester’s Laura Ramos, we’ll examine how a centric approach may be used to differentiate a B2B enterprise from its competitors.