IT’S TOUGH to have a conversation about customers or customer experience these days without encountering the “360-degree view of customers” at some point along the way. It seems every vendor has some ...

The contact center has become the focal point of the customer interaction. Customers spend more time researching products, managing account and order information, resolving issues, and utilizing ...

“Customer obsession is something we hear a lot about in marketing,” David began. “Maybe obsession is too far… but why is it so important for marketing to be customer-centric? Is this an entire shift ...

One of the greatest challenges facing any business today is getting a comprehensive view of their customers. Most businesses have multiple data sources, each containing some customer information, but ...

“Data-Driven Thinking” is written by members of the media community and contains fresh ideas on the digital revolution in media. Today’s column is written by Lizzy Foo Kune, vice president and analyst ...

Gaining a comprehensive, 360-degree customer view is the end goal of digital marketing. Unfortunately, the term is commonly seen to be theoretical hype rather than a practical possibility. In July ...

Consumer packaged goods companies in the market today need an improved way of seeing their customers. They want to deeply transform engagement and have more personalized relationships, gain the ...

Getting a 360-degree view of the customer is all the more important at a time when demand is unpredictable and engagement with customer need is paramount. But is it possible to do that in the midst of ...

Value stream management involves people in the organization to examine workflows and other processes to ensure they are deriving the maximum value from their efforts while eliminating waste — of ...

Customers expect call centers to know everything about them — their order history, what they’ve posted about the brand on Facebook, and how long they’ve bought from the company. Increasingly, ...

Startup companies are founded for many different reasons, but Heap Inc. may be the first one to become reality because of too much pizza. Matin Movassate, Heap’s founder and chairman, previously ...

This article is the third in an editorial series with a goal of directing line of business leaders in conjunction with enterprise technologists with a focus on opportunities for retailers and how Dell ...