Editor's Picks
Thought Leadership Articles
6 Questions to Assess Your Contact Center’s Readiness to Identify Customer-Impacting Issues
A customer contacts us with an apparent product issue. With a bit of digging, we discover a larger bug or problem that may need...
Build Effective Buyer-Driven Experiences Using Intelligence and Sales Enablement
I recently presented a webinar on Putting the Buyer Back in Your B2B Marketing Strategy. As I spoke about how B2B buyers have changed...
Using Lifetime Value of a Customer in a CX Business Case: 4 Steps to Make the CFO Your Friend!
Carl Sewell, the wildly successful Houston Cadillac/Lexus, coined the term, "lifetime value of a customer" (LVC) in his book Customers For Life in 1990....
Knowledge Graphs, a Tool to Support Successful Digital Transformation Programs
Knowledge graphs are pretty hot these days. While this class of technology is getting a lot of market and vendor attention these days, it...
Think Tank Discussions
Is it loyalty?
When brands think that Customers are loyal to them, I think they’re kind of kidding themselves…especially when they’re trying to do things like make ease-of-use or low-pricing their calling cards.
Marketers Gain New Content Performance Insights, More Precise First-Party Intent Signals with Contentgine’s Content Indication Platform 2.0
New platform experiences make content consumption analysis smarter and simpler for better sales results