It’s not surprising that consumers and clients are having a hard time feeling that their personal or business data is safe and secure when engaging or interacting with a brand or company these days—breaches have been common throughout the digital age, but with...
Corporate citizenship in America: Companies take a variety of approaches, but measurement and reporting need improvement
Corporate citizenship activities—which include corporate grants, employee volunteerism, education and community engagement, disaster aid, and racial injustice and equality support—are great ways to accomplish good things for US companies. With brand purpose...
Are CX leaders moving too fast with AI adoption? Consumers remain unsatisfied with contact center interactions due to confused chatbots
When AI appeared like a knight in shining armor to streamline customer service experiences, CX leaders embraced the tech eagerly, rushing to deploy it across contact center channels and solve all their customer interaction woes. That clearly hasn’t happened, but those...
People management is the biggest obstacle for 7 in 10 companies, HR professionals say: Finding solutions will be critical in 2024
As the challenges with digital transformation and AI integration continue to pile up, new research suggests a more organic core issue is the biggest obstacle brands and businesses face today—managing its people. The pandemic forced organizations to clearly define...
Top CX trends to expect in 2024: New research uncovers 4 important shifts that will define the consumer experience this year
AI is making business leaders’ productivity dreams come true, but it’s also creating even loftier CX expectations—and brands need to stay aware of trending issues as they develop throughout this critical year of CX refinement. New research from experience management...
The new year starts off with a glaring perception gap: C-suite confidence not shared by consumers when it comes to data, CX and relevance
Brand and business leaders are confident going into the new year that they have a handle on delivering personal experiences, which has been one of their major obstacles in the post-pandemic age. New research from enterprise customer data platform Treasure Data reveals...
Will 2024 be the year of AI reckoning? Looking back at last year’s massive adoption rate, remaining barriers, and trends leading us into a new year
2024 will be a landmark year in business tech. We’ll obviously continue to see AI saturate business operations, with advances we may not be able to envision just now pushing the tech further into customer relations, productivity, automation and more, getting more...
The next wave of creator marketing: Creators were brand marketers’ top investment this year, and 9 in 10 brands will increase that spend in 2024
Led by high-impact influencers, the Creator Economy broke wide open in 2023 as brands’ top marketing investment, and as we enter the next wave of the estimated $21B creator marketing industry, brands and retailers are investing more than ever in creators because they...
10 brand and retailer initiatives for navigating disruption in turbulent times now and into the new year
Disruption dominated the business world in 2023, with AI shaking operations and process management to its core, and with macroeconomic conditions and consumer sentiment still in constant flux, 2024 will be a continued period of confusing signals and disruptive...
Holiday digital expectations vs. reality: Consumers followed through on what survey results said they would do over Cyber Weekend
New holiday-shopping survey results should serve as a reminder to brands and retailers: Consumers know how they want to engage, and it’s vital to meet their expectations for where, when and how they prefer to shop. The new research from digital experience intelligence...
Are businesses backing off of sustainability goals? New study finds lots of ESG support in statements, but very little in strategy
The road to sustainability for brands and businesses is fraught with obstacles—just embracing the concept of the initiative is tough enough as it calls for many industries, such as product packaging, to reinvent their processes from scratch to be true supporters. And...
After a year of AI driving business performance, 9 in 10 executives still don’t understand their teams’ AI skills and proficiencies
Do you remember the days when everybody in PR (and in almost every other field) had to figure out how to use a computer to get their jobs done? It was a long and messy endeavor, with lots of trial and error, and while some (younger) folks developed quick mastery, some...