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New Research: 81% Of Customer Service Teams Have Accelerated Digital Initiatives To Improve Operations

New research from Salesforce shows that 81% of customer service teams have accelerated their digital initiatives to meet service demand, with 71% citing the pandemic and rapid digitalization as causes. As a result, 77% of service agents say their role has become more strategic in the last two years, relying more on their organization and technology to perform adequately.

Marketing Leaders Prioritize Adaptive Planning, Customer Needs, Data & Cost Efficiency At Gartner Marketing Symposium/Xpo

As B2B marketers prepare for the new year, marketing leaders are now looking for creative ways to future proof their marketing strategies while overcoming the challenges from 2020. Gartner research indicated that Covid-19 and the shift to digital will have a long-term impact on brands and the B2B industry, and smart marketing leaders are attempting to get ahead for 2021.

SurveyMonkey Appoints Company's First Chief Customer Officer

Ewell1SurveyMonkey, provider of agile software solutions for customer experience, market research and survey feedback, has appointed Ken Ewell as the company's first Chief Customer Officer (CCO). Ewell will help lead and expand SurveyMonkey's customer success, professional services and support teams to enhance value for customers and grow the company's global enterprise business.

B2B SMBs Gain Competitive Advantage With More Intimate, Intent-Driven Email Campaigns

Email has long been a top channel for engaging prospects and buyers — and it has become even more critical in 2020. According to Demand Gen Report’s 2020 Demand Generation Benchmark Study, email is responsible for 49% of early-stage buyer engagement, with 48% also leveraging email to boost conversion rates in the later stages. Small- and medium-sized businesses (SMBs) have taken notice, as well.

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