An easy customer experience is the hallmark of today's most successful support organisations. That's...

Software has transformed every business discipline. After the initial strides made by email, conferencing...

A comprehensive insight into Marketplaces, their role in e-commerce development, their main operating...

The effects of the pandemic have greatly accelerated the pace of change in contact centres, and there...

As in-person events take a backseat to digital experiences, and companies look to maintain momentum without...

Today, most organizations have a customer experience strategy (96%), but recent Avanade research shows...

We asked analysts and industry leaders what customer engagement trends they thought were key for 2017...

More than ever, enterprise organisations need a 360-degree view of their customers to deliver the kind...

To truly connect with customers, brands need to work seamlessly across search, social, and eCommerce....

There's a new paradox in marketing. We present a vision for how marketing leaders can balance trust and...

The key to accomplishing your customer-centric marketing goals is to experiment and test what works for...

IDC Analyst Brief: From business to nonprofits and government services – organizations cannot afford...

Today's consumers expect brands to be able to understand and speak to them without skipping a beat as...

With the PSD2 and GDPR coming into play in 2018, the financial industry in particular will experience...