March 13, 2019

Sales plays a vital role in the delivery of customer experience. Here are four things they can do to ensure they continually delight their customers

January 10, 2019

Marketing and sales alignment is not a symptom of a greater problem and when organizations focus on the symptom, they miss opportunity to address core problems that impact the business.

December 19, 2018

A few weeks ago PAN communications asked 19 marketing influencers to provide their predictions for what lies ahead in 2019 - they are all listed here in this infographic

August 13, 2018

Once we understand what influences how people make decisions, we can look at how they rationalize the decisions they end up making. By understanding the interconnected and constantly shifting decision-making framework buyer’s use, it makes it easier to get our heads ar...

June 28, 2018

There is no doubt that organizations should invest and look to continually provide great customer support. However, do not be fooled into thinking that if you have exceptional customer support the same will hold true for customer experience. The fact is, they are funda...

April 19, 2018

According to a Walker study, customer experience will overtake price and product as the key brand differentiator and Temkin Group research shows that 86% of customers will re-purchase based on a good customer experience versus the lowly 13% who say they will after a ba...

February 15, 2018

A recent headline read as follows, An Inconvenient Truth: 93% of Customer Experience Initiatives are Failing . . . To Differentiate. The article, written by Bob Thompson goes on to detail various issues most organizations experience that prevent them from achieving cu...

January 15, 2018

Given this high level of importance many B2B mid-market CMOs have assumed the responsibility of delivering on the promise of customer experience and are doing so amidst a continual change in their B2B buyers and customers.

January 3, 2018

With the new year upon us, CMOs need to focus on some key areas in order to have a positive business impact