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...

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

December 6, 2017

...If CMOs are going to make good on these promises (there are others, but these were the most common), then they must first overcome some key challenges.

November 1, 2017

Businesses have been after a complete and seamless digital experience since the day “digital” came about. This keeps getting more important customers are sick and tired of inefficient interactions that don’t feel personal. We’re better than that and they know it.


October 17, 2017

As a means of delivering on the promise of customer experience, many organizations are tapping the CMO to lead the charge. This fundamentally changes the role of the CMO who, if indeed is responsible for customer experience, now also wears the hat of the Chief Customer...