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August 2014—Digital customer service is now a strategic imperative, but its adoption is hampered by weaknesses in delivery strategies and incomplete measurement of its effectiveness.more
June 2014—Companies have so many analytical options at their disposal that they often become paralyzed, defaulting to just one approach.more
June 2014—Harnessing the flood of data available from customer interactions allows companies to price appropriately—and reap the rewards.more
June 2014—How much value is generated from sponsoring the World Cup? Or its superstars, such as Lionel Messi or Cristiano Ronaldo? Here are five metrics that are crucial to finding out.more
June 2014—The era of the traditional marketing campaign is ending. In this interview, McKinsey’s David Edelman explains what companies get wrong when it comes to digital marketing and the changes needed to better engage consumers.more
June 2014—In a world where physical and virtual environments are rapidly converging, companies need to meet customer needs anytime, anywhere. Here’s how.more
March 2014—At a unique gathering of data-analytics leaders, new solutions began emerging to vexing privacy, talent, organizational, and frontline-adoption challenges.more
March 2014—It may not seem sexy, but consistency is the secret ingredient to making customers happy. However, it’s difficult to get right and requires top-leadership attention.more
February 2014—Snippets of information, often hidden in social-media streams, offer companies a valuable new tool for staying ahead.more
January 2014—Although social channels have become powerful and cost-effective tools for customer service, management may be in the wrong hands.more
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