From being a fringe benefit to marketers a decade ago, customer experience has become a mission-critical asset, according to Adobe and Econsultancy's Experience Index 2020 Digital Trends report.
Seamless brand experiences risk being forgettable; sometimes it pays to throw in a few well-placed obstacles.
TOP OF THE CHARTS: Zendesk’s latest trends report highlights factors that affect consumer behaviour when engaging with brands.
Mikkel Svane, CEO of the "unicorn" customer-service platform, explains how the coolest startups are doing things differently and why no Gen Z customer will ever want to speak to a human.
Faced with an increasingly large array of customer-experience tools, companies can learn from APAC, which is way ahead on adoption, according to a new study by Bain & Company.
As customer-centric design becomes more popular more companies are realizing its importance. But most seem to see it just another pretty face.
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