Intent data - the good, the bad and the work required to figure it out
The road to hell is paved with good intentions; the road to good account-based marketing should be paved with intent.
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Tech gives vaccine programs a shot in the arm as Qualtrics study highlights the importance of user experience in mass take-up
Vaccinations are the key to getting to the so-called 'new normal'. Enterprise tech is playing its role in getting the jabs to people's arms, but there's a need to focus on experience-based messaging to counter hesitancy in key communities.
KFC's special recipe digital vs Burger King's whopper of a transformation challenge
A tale of two burger firms - how digital early investment has paid off during the COVID crisis.
CX meets e-commerce - a perfect fit for Rack Room Shoes with Dynatrace
The US-based footwear retailer uses Dynatrace to keep a close eye on how shoppers navigate its e-commerce site and to prioritise improvements.
Delivering the future of retail - Ocado's game plan for 2021 assumes no going back for online grocery shopping
Ocado is an online grocery veteran and one now facing potential increased competition as rivals find that omni-capabilities are now an essential, not an option.
Don't mention Trump! Twitter CEO Jack Dorsey tries to move the conversation on, but big questions remain on the future of social media moderation
Twitter's most famous ex-user was never far from mind as CEO Jack Dorsey pitched for new consumer behavior that engages with conversations, not celebrity accounts.
Zendesk closes out 2020 as $1 billion turnover company; next step, $3 billion, says CEO Mikkel Svane
It was a year of unprecedented conditions thanks to COVID, but for Zendesk, 2020 was the year a long-held goal was realised. Where to next?
e.l.f. Cosmetics - the perfect make-up for online beauty retail success with Google, Salesforce and social
e.l.f. is an online beauty products success story, building on analytics and cloud tech from Google and Salesforce to connect with its customer base.
Shed a tear for physical retail as Boohoo swoops to take Debenhams online-only for a bargain price of £55 million
Ignore the ludicrous 'taking on Amazon' claims of some commentators and Boohoo's online takeover of Debenhams is a bold throw of the dice.
Subscribing to long-term relationships - Birchbox makes customer support a thing of beauty with Zendesk
Effective customer support needs to center on building long-term relationships with subscribers at the New York-based beauty products firm.
Instinctive isolation from online living - another complication to upset enterprises tech-enabled return to the workplace
Months of living via Zoom may have put paid to many employees desire for work’s social environment and that’s something enterprises need to factor into their post-COVID thinking now.
Saying 'I do' to a unified customer experience - The Knot Worldwide looks to personalised marketing as COVID disrupts wedding plans
The $100 billion a year US wedding industry has been severely disrupted by COVID restrictions. That's created personalisation challenges for The Knot that it's addressing via Salesforce Marketing Cloud.
Digital soars, offline slumps at Bed, Bath & Beyond - time to keep calm and carry on the omni-transformation
Bed, Bath & Beyond was a 2020 omni-success, but the start of 2021 has seen a return to losses. Just a bump in the transformation road?
2020 - the year retail faced its greatest challenge...with mixed results
The omni-channel balance was never more important in retail circles than in 2020 - and the challenges that raises will carry on into 2021...
