Too often, "omni-channel" really means "we have a great digital channel." But consumers expect responsiveness across channels - including the physical. Barb Mosher Zinck assesses new data.
Social can have brand impact, and make a customer experience better. So why are companies struggling with social silos? Barb talks to Gordon White in search of answers.
Is your content "ROTten"? As in redundant, obsolete, or trivial? Barb Mosher Zinck assesses fresh data on the problem - and how to avoid it.
Personalization is a tough nut to crack. Today, Adobe announced enhancements to Adobe Target, including AI, intending to take personalization forward. Barb Mosher Zinck shares her views.
Focusing your content marketing on a narrow view of the customer journey is problematic. Barb Mosher Zinck explains why - and what to do about it.
The verdict is in: the B2C "ownership experience" stinks. Barb Mosher Zinck reviews new data from the CMO Council and asks: can B2B do a better job of this?
The chatbots are here - but is that a good thing? Barb Mosher Zinck puts chatbots to the social customer service test, and shares some dos and don'ts if you are deploying one.
The barriers to effective video content have never been lower. Here's why video marketing matters - and some new video platforms to consider.
Event marketing is claiming bigger pieces of the marketing budget - but are we really getting the return? Are we giving attendees networking value? Barb Mosher Zinck looks at one firm with a freash approach.
Is it time to shake up marketing? Jared Blank of Bluecore says yes. Should the CMO report to a CDO of some flavor - a chief officer that heads up the digital experience? Barb Mosher Zinck looks at the reasoning behind a marketing department rethink. Her take involves the tricky balance of data and storytelling.
Customer Identity and Access Management is a bulky phrase, but the problems it tackles are real. Digital identity management has a direct impact on customer experience - and many older CRM systems are not up for the job. Barb Mosher Zinck explains how CX and identity management connect, with insights from a chat with Jason Rose, VP marketing at Gigya.
You might think design agencies don't need Chief Experience Officers - think again. Barb Mosher Zinck talks with Adrenaline CXO Gina Bleedorn about why design firms need to focus on their own customer experience, and that of their clients. In her wrap, Mosher Zinck explains why the traditional agency's days are numbered.
Customer and prospect data is useful - until it becomes too massive for a human to track. Big data tech can be helpful, but not all marketing teams have data scientists to assess output. That's where tools like IBM's Watson Marketing Insights come in. Barb Mosher Zinck kicks the tires.