Browsing: Domains

By Zoha Peerbhoy | July 2025 Small Moments, Big Impact How many conversations do people have about what goes on…

The Customer Communication Management (CCM) space is transforming rapidly. The 2025 SPARK Matrix™ shows a sharper divide between vendors that…

By Zoha Peerbhoy | July 2025 Imagine what it would feel like if your favorite brand knew exactly what you…

By Zoha Peerbhoy | July 2025 Most marketers have started to acknowledge that the era of surveillance advertising, also known…

By Zoha Peerbhoy | June 2025 Not all loyalty programs are effective. Some brands use punch card programs, which give…

Various brands across industries are focusing on adopting Customer Experience (CX) technologies for a competitive advantage. However, many find that…

The Contact Center as a Service (CCaaS) market is experiencing significant advancements in cloud-native technology. AI, real-time analytics, and digital…

A few years ago, it was call centers; now, it’s contact centers. Remembering how things used to be can almost…

Customer journey mapping (CJM) helps brands visualize customer interactions across various channels of the purchasing process. Brands use CJM software…

In this day and age, a customer’s journey doesn’t begin with a huge billboard or even a homepage, it starts…