Tag: CX

20 May

“Behavioral Surplus” Is Not Evil – It’s Essential to Customer Experience

20 May

Mark YatesResearch Manager Read full bio Andrea SangalliResearch DirectorRead full bio As the age of customer experience takes hold, enterprises must do far more than collect and analyze customer data to enable the improvement of their products, services, and engagements. They must also tap the so-called behavioral surplus.

02 Apr
CX Market

Dancing on the CX Market Ice: Salesforce and Adobe Choose Their Partners

02 Apr

Gerry BrownCX Research DirectorRead full bio @gerrybrown The CX applications market is increasingly becoming polarised around the two sexiest and fastest-growing leading protagonists: Salesforce and Adobe. These two companies represent the “yin and yang” of the CX market. Salesforce is the king of CRM data, while Adobe is the king of content marketing. However, their […]

12 Mar
CX Technology Investments

New IDC research sheds light on CX Technology Investments

12 Mar

Gerry BrownCX Research DirectorRead full bio @gerrybrown IDC recently hosted a senior executive dinner in London to discuss the latest trends in enterprise investments in customer experience (CX). By marrying up in-person executive responses with IDC survey data we can reveal some surprisingly rich CX market insights. Read on.

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