This research report covers leading CX trends and offers expert advice for becoming a “CX Champion.”
Marketers should prioritize digital and e-commerce initiatives to offer customers engaging virtual shopping experiences.
A new Google-Qualtrics survey finds that marketers need to strive for more consumer-centric apps.
In a Q&A, Eventbrite CMO Tamara Mendelsohn discusses how the pandemic deepened the company’s connections with customers.
Tamara Mendelsohn, interviewed by Ally MacDonald
Companies earn customers’ respect and loyalty when their brands enable, entice, and enrich them.
Andreas B. Eisingerich, Deborah J. MacInnis, and Martin Fleischmann
A new tool for designing an analytics architecture can help marketers improve customer experience outcomes.
Raj Venkatesan and Kimberly A. Whitler
The pandemic spurred a social reset, and companies must respond to customers’ and employees’ changed expectations.
Brightcove CMO Jennifer Griffin Smith discusses using video as an innovative tool for marketing.
Anne Stuart, MIT SMR Connections
A new Boston Consulting Group study says brand marketing is increasingly critical for B2B success.
MIT SMR’s upcoming Executive Guide will discuss how companies can adapt to meet customers’ shifting expectations.
As consumers purchase access to goods rather than the goods themselves, their connections to brands will change.
Carey K. Morewedge
College students will want online learning options even after the pandemic ends, a new survey says.
New research highlights an opportunity for culturally rich brands to leverage brick-and-mortar stores to build brand loyalty.
Jonathan Z. Zhang
Executive Conversation: TCS and Travelport executives discuss a new era for the travel industry.
Sowmya Rajagopalan and Bates Turpen
To reach Gen Z’s media-savvy digital natives, your marketing strategy needs to change.
It takes deep commitment and involvement to develop a brand strategy that embraces racial justice.
Dipanjan Chatterjee and Nick Monroe
Latia Curry outlines the steps a brand should take to communicate their values to customers.
Latia Curry and Elizabeth Heichler
Which retail customers will return to in-person shopping as the economy reopens — and why?