Mark Smith

Consumer expectations for every brand are constantly changing, and that means brands need to work in real-time to stay relevant to their interactions with customers. Today, customers balk at the idea of the traditional sales and customer…
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As consumers, our expectations for brands grow by the month, the day, the hour. Every time we’re wowed by interaction, the bar we have for experience ticks up a notch, whether we notice it or not. With mega-brands like Amazon, Apple, and…
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Most companies now know that customer experience is the main driver of business performance, so modern brands are putting their customers at the heart of everything they do. CX has become the main battleground for competition, and…
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The typical customer journey unfolds across multiple channels. Customers visit your website, receive and read your emails, and interact with your brand on social channels. Customers also visit third-party sites as part of their journey,…
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It’s officially the holiday season, which means that everyone is receiving a deluge of marketing messages from brands via seemingly endless channels like email, online and social ads, in-store and mail. This presents marketers with an…
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While the debate over ad blocking has long centered on the struggle between publishers and ad blockers about the ability to display ads, less attention has been paid to whether or not these ads should be displayed at all. If marketing is…
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