When economies decline, scaling back to ensure survival makes sense. But too often those cuts can be reactionary, targeting customer-facing functions—such as Marketing. Traditionally, leadership has ...

For the past 13 years, I have been leading a software factory built to make travel easier for millions of people around the world. During this time, I have learned the importance of ensuring ...

Ultimately, human beings are using your products, so listening to your customer’s feedback and using their insights to inform your products is so important. In today’s competitive software landscape, ...

Customer insight could, of course, mean anything. With that in mind, David asked Christine to break down the different types of customer insight. “First of all, it’s important to think about what ...

What would you ask your best customer if you could sit down to have a coffee with her? If your aim is to improve the relationship, your best bet would be to talk about her experience with your company ...

A CDP unlocks true customer insight by unifying real-time, cross-channel data in ways an EDW can’t, enabling personalization, compliance and scalable growth. Today, businesses are drowning in data but ...

Getting an edge on the competition has forever been a staple of successful business strategy. Instinct suggests cost-cutting and streamlining as the primary considerations, then perhaps innovation and ...

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented ...

Human expertise essential. AI cannot replace the trust, collaboration and human-led decision-making crucial in B2B customer experiences. AI enhances, doesn’t replace. AI offers powerful real-time data ...

Discover real-world Account Based Marketing (ABM) and Demand Generation insights to help drive your B2B success. Explore our expert-led resources and best practices for targeting high-value accounts, ...

To help organizations move beyond outdated feedback tools, CallMiner has rolled out Outreach, an AI-based feedback platform. Rather than relying solely on traditional surveys, Outreach combines ...

Recently, I heard a self-described “strategy expert” tout that his framework was once used by Mark Zuckerberg at Meta. It was an odd claim for two reasons. First, there was no evidence the expert had ...