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In the last few years, companies have interacted with their customers in increasingly innovative ways. High-context engagement, for one, has exploded in popularity. According to Forrester, only 32 percent of customers trust ads in any channel, meaning that products and personalized customer experience are what makes businesses stand out. One rising trend tied to high-context engagement is CoBrowsing. CoBrowsing is growing to be a highly sought-after, effective tool for context-based online engagement, especially via mobile devices...

Over the last decade, the role of Chief Marketing Officer has rapidly evolved. New technologies allow for better personalization, which 86 percent of consumers say play a role in their decisions to buy. Traditional marketing approaches—like “spray and pray” tactics where marketers create messages and simply hope their customers will respond—no longer work. Company leadership has taken notice. According to Gartner, a CEOs’ No. 1 priority for CMOs today is to lead customer experience at their...

In the past few years, bots have exploded in popularity far beyond Siri. Facebook Messenger now has 11,000 bots for users to speak with, from an Invisible Girlfriend that acts as a custom digital girlfriend to a BFF Trump bot that replies to queries with quotes from presidential candidate Donald Trump. Of course, bot software also automates more serious tasks, like recruiting workers for open job positions and monitoring customer interactions. The advancing technology leads some, like...

Over the past few years, fintech has disrupted traditional financial services by putting customers first. According to a PwC report, 53 percent of financial institutions see themselves as customer-centric compared to more than 80 percent of fintech companies. As one global banking executive says, “We thought we know our customers, but fintechs really know our customers.” Emphasizing a seamless customer experience is growing even more important as services become more automated and individualized. Here are a handful of...

After an influx of new customers, you may be tempted to move on and focus all your efforts on additional sales. Resist the impulse. Focusing too much on customer acquisition as opposed to customer retention can harm your business. Getting new customers can cost up to 10 times more than keeping and growing with those that you already have. According to Inc. Plus, you’re likely to lose a lot of them if you aren’t making an effort...