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Insight

Required Reading: Keys to Shaping Unbreakable Bonds

CX transformation will help companies forge deeper customer relationships.

Digital Experiences Don’t Impact Purchase Decisions

Gartner research shows CMOs must rethink their digital strategies.

Google Delays Cookie Phaseout

Google is pushing back its plan to do away with third-party cookies by two years.

CX Doesn’t Have to Be So Expensive

Customer service costs rose during the pandemic, but now it's time to get back into savings mode.

Required Reading: Amazon Can Be Beat with the Right Focus

To compete with digital giants, identify and stick to a target market.

Digital Marketing Challenges Move Within

Organizational difficulties will be the biggest hurdle in 2021, Gartner finds

The Five Ps of Sales Success

Sales leaders will need to emphasize purpose, precision, personalization, productivity, and profitability, Forrester advises.

Americans Lack Digital Privacy Knowledge

Most people do not fully read privacy agreements, a study finds.

Marketers Who Respect Contextual Privacy Stand Out to Customers

Companies should collect and use private data as part of a fair exchange of value, Forrester urges.

Marketers Need to Consider Post-Pandemic Behaviors

Some consumers will be ready for face-to-face contact, but other consumer behaviors that developed during the pandemic will endure.

Required Reading: Trustworthy Companies Focus on These Three Things

Here's how organizations can earn trust, loyalty, and respect.

Chat Adds to Retail Success

Consumers patronize companies that offer chat on their websites.

Gartner Uncovers Gaps in Socially Distanced Selling

Sales organizations must address three main challenges around coaching in a virtual sales era.

B2B Marketplaces Offer Opportunities for Marketers

Businesses have embraced the digital marketplace much like consumers have.

Required Reading: Augmented Intelligence Is the New AI

Collaboration between humans and machines is the way of the future.

Third-Party Messaging Offers Customer Service Opportunities

Businesses can meet consumers where they are by adding messaging apps to their channel mix.

Virginia Passes Privacy Legislation

Required Reading: Breaking Down Conversational Artificial Intelligence

Conversational AI has been around for a while, but it's rarely been clearly explained until now

Digital CX Tops Retail Priorities for 2021

RCP survey highlights the importance of holistic customer experience improvement

Companies Still Not Unifying Customer Engagement Channels

Gartner urges marketers to prioritize omnichannel engagements to retain customers post-pandemic