A new decade begins with great uncertainty in business, government, and society. The atmosphere is charged with energy. Sweeping changes are poised to take place. But which ones? The market teeters on the brink between possibility and reality. Change will come in staggered steps, with trends only becoming clear when several seemingly disjointed developments are […]

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What will define great customer engagement in 2020? The answers will make the difference between a good strategy and a great one — one that will turn customer interest into conversions, and buyers into brand ambassadors. We wanted to know how top brands were approaching customer engagement 2020, so we posed the same question to […]

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The Future 100: Trends and Change to Watch in 2020 highlights emerging consumer behaviors with 100 trend predictions from the Innovation Group. Trends span culture, tech and innovation, travel and hospitality, brands and marketing, food and drink, beauty, retail, health, luxury and finance. Each includes an original analysis of why it matters for the organizations whose products and services we use […]

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As we continue to plan out 2020. I will bring you some of the leaders perspectives on the year ahead and the key trends that we can leverage in our business to get closer to our clients and build profitable relationships. Since 2012, Merkle’s Marketing Imperatives have been a guiding force for CMOs and their […]

Read more "Delivering hyper-relevancy in an era of changing consumer expectations"

In this IDC FutureScape, IDC shares 10 predictions for the next five years that collectively tell the story of the transformation of enterprises into a new digital-first species — to succeed in the fast-approaching world of digital supremacy. Summary of External Drivers The complete list of drivers for all IDC FutureScapes can be found in […]

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Forrester’s 2020 customer service predictions report outlines how automation is going to change the contact center from the inside out. AI-fueled changes are coming, and organizations must be proactive and prepare for some major changes in how they staff, run, and manage the performance of their customer service teams. Here are some of the predictions […]

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As we all plan our 2020 marketing activities be sure to join us for our on-demand webinar. It’s a tremendous effort to keep in front of trends and guide your organizations to deliver the most effective, personalized customer experiences. There is hope! In this session, we’ll discuss 4 trends marketers cannot ignore to drive results […]

Read more "How to get to brilliant in 2020: 4 keys to marketing success"

Join us for an on-demand webinar. In this webinar we will share a variety of tips and best practices in email marketing, mobile, data management, customer experience and web content that can help ensure a successful holiday season and great experience for customers. Tips shared will be for three holiday periods: Preparing for the holidays, […]

Read more "2019 Holiday Marketing: Best Practices for Before, During and After the Shopping Season"

I am heading out to participate in two Banking industry forums next week. Banks continue to face increased scrutiny and pressure to perform at a higher level of operating effectiveness and efficiency. Even in the midst of these increasing demands, internal auditors, risk officers, and compliance officers are challenged with auditing and monitoring the Bank’s […]

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