As traditional call centers evolve to become Customer Engagement Centers, the measurement of customer experience success must also evolve. New research from Aspect Software examines how enterprises are embracing this change via people, process and technology...
The communications measurement world has been talking about the “coming data revolution” for years. I’ve got news for y’all. It’s here. I was at the 2017 PRSA Maryland Annual Conference and noticed a breakout session called “Measuring up: Concrete Ways to Show the...
Measurement experts have been decrying AVEs as taboo metrics for years, yet AVEs have somehow managed to stay on the PR radar—but a new initiative from the International Association for the Measurement and Evaluation of Communication (AMEC) is seeking to knock them...
Retail PR strategies are evolving faster than Millennials can switch brands—and communicators carry the onus of having to stay (at least) a step ahead of the latest trends. New data from Forrester Consulting and tech solutions firm Square Root identifies key issues in...
As retail sales shift from offline to ecommerce, research shows marketers are adjusting trade strategies and budgets. Performance marketing tech company Criteo, in partnership with Kantar Millward Brown, recently released Trade Marketing in Transition, a study...
Modern day brand communications most often represent a push-based model, in which marketers do everything they can to get their products in front of consumers in the hopes of driving purchase decisions. Publicists and PR professionals are equally guilty of sending...
At the 2017 AMEC Global Summit in Bangkok last month, AMEC Chairman Richard Bagnall announced an initiative that might spell the end of AVEs. It includes a pledge that would see members cease providing AVEs by default to any client, as well as have them send...
Measurement remains one of the comms industry’s most enigmatic practices—we all know how valuable and important proper measurement is, yet few are able to harness its full potential. New research from Brand Innovators and Origami Logic reveals that while most...
These days, consumers rely on search for just about everything they need to know—but that doesn’t mean they enjoy the process. Digital marketing technology and service firm SearchDex recently announced the results of its 2017 Google Game Survey, revealing American...
Business leaders and their communications counselors are struggling to choose from the ever-growing number of executive visibility platforms and lack a strategic approach to prioritizing time and resources spent on thease programs, according to a new study from...
According to a new report from retail management consulting firm BRP, 55 percent of retailers are focused on optimizing the customer experience to increase customer loyalty by improving the mobile shopping experience and creating a unified experience across all...
New research from social engagement firm REVOLT explores the broadest measurement of Gen Z's media usage to date—from music streaming services, emerging social and over-the-top video platforms to eSports participation— to how Gen Z is using social differently, and...