Customer Experience

You’ve probably seen the following scenario play out before: A team improves efficiency and claims it created value for the business. But the value doesn’t materialize outside the department. Still, the team celebrates while others struggle to understand where the benefits went. So what happened

According to the dictionary, going the extra mile means “to make more effort than is expected of you.” In business, this principle can’t be just an occasional or an ad-hoc attitude. The relationship of trust that companies strive to create with customers is built one interaction at a time across a

Amazon’s purchase of Whole Foods, the latest move in its retail-domination strategy, has us asking a new batch of questions. What does this new acquisition mean for the average customer? For the grocer? For the retailer? For the marketer? No matter what industry you come from, marketers everywhere

Today’s customers have markedly higher expectations of companies than ever before, according to Salesforce Research’s new “State of the Connected Customer” study. In the Age of the Customer, technology has empowered customers to…

Sometimes a message, campaign, or product takes on a life of its own and becomes a legitimate movement. Think about Dove's Real Beauty campaign (as shown in the image above), TOMS Shoes, or American Express with Small Business Saturday. These messages went beyond marketing to become conversation

Sultan Mahmood is the Global Financial Services leader of artificial intelligence and robotics at PwC. He also leads the development of PwC UK’s AI solutions and advises clients across many industries on identifying and delivering business results enabled by disruptive technologies such as AI and

For almost two years, I've been fortunate to co-host the Marketing Cloudcast (the marketing podcast from Salesforce) alongside Salesforce's esteemed Director of Digital Marketing Insight, Joel Book. You might know Joel from his excellent presentations at worldwide marketing conferences . . . or

You’re on board the content train. You’ve got profiles on the hottest social media platforms (Facebook, Instagram, Snapchat, Twitter), and a beautifully designed and optimized website. You provide a steady flow of various…

Podcasting has grown immensely in the past few years. According to the latest research, twenty-four percent of Americans have listened to a podcast in the past month. And the art of podcasting has come a long way from two hosts rambling on a subpar mic for an hour; listen to S-Town for evidence. If

Your cost center just became your most important customer touchpoint. See why in our newest research report, “Revolutionizing Customer Service in Manufacturing.” Today, we're excited to announce the release of our “Revolutionizing Customer Service in Manufacturing” report. The Salesforce Research