In 2013, L’Oreal executives set an ambitious goal for the company: to shift 20% of the organization’s sales to online channels by 2020. The company was on target to achieve that goal when in...

As the world looks hopefully toward positive changes in 2021, there can be little doubt that some of the events of 2020 will have lasting impact on society as a whole for years to come. One...

Insurance is one of the constants in consumer life. Consumers need insurance for cars, homes, property, health, and lives. But one of the things these important policies are often missing is a...

It’s all about the micro-moment. Instead of sitting down for a long period of time to research a topic, customers use their mobile devices to search for in-the-moment details. Engage customers with...

What’s the first thing that comes to mind when you think of customer engagement? It probably isn’t chatbots, yet evidence might tell you otherwise. Chatbots are becoming the new customer...

Today’s customer engagement must be omnichannel, personalized, and seamless. For marketers, customer experience, and customer service professionals, that represents a significant challenge. How...

Healthcare is personal. When you broach sensitive and complex topics like healthcare, you need to be able to have conversations based on trust, which is established by anticipating and addressing...

Marketers today have more options than ever before for reaching customers—from printed mailers to digital display ads, and from phone and in-person connections to social media, text messages,...

The COVID-19 pandemic is a disruption unlike any we have seen in modern times. As human beings, we look to history to guide us in how we respond to certain situations, but COVID-19 is unprecedented...