Which Party Data is the Best Party Data? It turns out that’s the wrong question.
Because it has been sourced directly from the consumer, we’re starting to hear “zero-party-data” tossed around as something of a catch-all for good data practices. ... Read more.
The 2022 Customer Engagement Technology Buyers Guide
The guide identifies 14 Best-in-Class technologies from across a broad spectrum of categories, verticals and disciplines. It represents the tip of the iceberg... Read more.
TheCustomer Quick-Take: September 15, 2021
In this edition of the Quick-Take: CX is literally everything, don’t be that CMO, data science D.E.& I.,…... Read more.
Overcoming Privacy Inertia in Financial Services Means Innovating for Trust
Transparency bridges that gap. Authenticity fills the void. Asking for permission, as it turns out, is more effective than making an apology.... Read more.
Best of: TheCustomer Roundtable Roundup
What happens when you put 5 (or 6) Customer Engagement Pros together in the same room? We call…... Read more.
3 Ways to Build Retail Trust
Consider this: Only 11% of consumers trust retailers to properly handle data breaches, according to a survey by First Data.... Read more.
Using AI to Combat Racism and Bias in Customer Experience
While AI bias is a real issue, AI also can be a tool to combat racism and abuse in the contact center and the larger customer experience effort.... Read more.
Stuzo’s Measured Approach Pays Off: A conversation with Gunter Pfau
Stuzo has spent the last 9 years quietly building technologies and customer relationships that seem to have suddenly thrust the company into something of a spotlight.... Read more.
REPORT: Brand Keys Loyalty Leaders 2020 Announced
Medical and Economic Pandemics Significantly Alter Brand Allegiances 20% of Brands Are New to Top 100: Disney, Clorox,…... Read more.
Coronavirus Anticipation Index V.2 – August, 2020
By indexing the changes in anticipation for 21 key activities over time, American consumers are showing us when they think it will be ok to go back into the water.... Read more.
The Coronavirus Anticipation Index – July, 2020
By indexing the changes in anticipation for 21 key activities over time, American consumers are showing us when they think it will be ok to go back into the water.... Read more.
The Utility of Fully-Permissioned Customer Data
Fully-permissioned customer data has its roots in conversational, gamified exchanges and its utility extends WAY beyond traditionally-sourced customer data.... Read more.
Survey: The First Thing People Are Going To Do After Quarantine
We surveyed American consumers on the first activities they are most looking forward-to after quarantine restrictions are lifted.... Read more.
COVID-19 Lifestyle Tracker: Toilet Paper & Movies
Two months into the Coronavirus Pandemic, the Lifestyle Survey points to sheltering-in becoming routine, continued nervousness about TP, and lots of movies.... Read more.
COVID 19 Lifestyle Tracker: We’re Having More Sex
SURVEY UPDATE: 45 Days Into the Coronavirus Pandemic Sees Significant Changes In Consumer Activities... Read more.
SURVEY: How Coronavirus is Changing the American Lifestyle
National survey tracks 18 consumer lifestyle activities affected by Coronavirus and it's effects on day-to-day lives of Americans.... Read more.
How FreedomPay Became a 20-Year Overnight Success
FreedomPay didn't just don't show up with a checkbook and was suddenly operating with this kind of complexity at this kind of scale.... Read more.
Calling B.S.
Because we’re a fairly new publication I spend a lot of time explaining who we are and why we exist and, after several hundred of those conversations it occurred... Read more.
Human-Centered Design is a CX Imperative: Kaiwei Tang
Design is about identifying what users are not telling you — problems that are not obvious — and putting yourself in a user’s shoes so that you can feel their... Read more.
