Successful personalization at scale requires four elements working together. Here is how marketing leaders build the operating model to make it happen.

Personalization across physical and digital channels is the next big marketing opportunity. The secret is figuring out how they best work together.

Companies that make the right investments now could gain a lasting advantage in serving customers. Three priorities will be critical.

Online sales and service are the most important measures for successful digital transformation. Yet most telecom providers are not implementing the fundamentals that bring customers online and keep them there.

Consumer behavior has radically changed in response to COVID-19 lockdowns. By understanding what changes are likely to persist, businesses can better plan for recovery.

Meeting new consumer needs and expectations is critical to business success. Here is a proven formula for elevating the customer experience.

Consumer brands must make direct-to-consumer sales economically feasible and the customer experience seamless.

Engaging customers today requires the commitment of the entire company—and a redefined marketing organisation.

Given the growing marketing power of social media, it no longer makes sense to think of it as an experiment. Here is how leaders can use social media to influence consumer decision making in predictable ways.