An AI technology called "deepfake" may be the next big threat we face as a society. Consider a recent video clip of Facebook CEO Marc Zuckerberg saying some outlandish things. You might think it is real -- but it's a deepfake. It's his image, and it sure sounds like him, but he never actually made that speech. You may fee...
Recent events have led to many people learning about a long-understood rhetorical tactic called "Gish galloping." Named after creationist Duane Gish, it is the technique of confronting an opponent with a rapid-fire series of arguments -- including half-truths, misrepresentations and outright lies. C...
I am a reluctant Costco shopper. My wife is one of the many customers who really love the chain. Me... not so much. Seriously -- someone should wake up Costco's top officials to the need to focus on their customers. After all, it's the customers who make Costco successful. When my family owned lots ...
Brand ID is key to every company's success and growth. Why then do so many senior executives at so many different companies screw it up? When you come up with a winning brand ID, it's OK to build on it and to change it for the better, but not for the worse. Customers buy from you based on your brand...
I just dumped US Mobile after less than four months, setting a new speed record for hitting my tolerance-for-b.s. ceiling. I'd had high hopes for this relatively new MVNO, but it turns out I chose poorly. Switching wireless service providers is one of those things I don't relish doing, but every few...
Influencer marketing continues to build steam, and more companies, large and small are getting involved. As powerful and as helpful as influencers can be, it's important to realize that not every influencer is right for every company. Selection of the right influencers to work with your company and ...
With 5G knocking on our door, a growing number of wireless competitors have been getting on their high-horses and trying to knock down the current leaders. All I have to say is, cut it out! No customer or investor is interested in all this meaningless industry-wide jibber-jabber. If you keep this up...
While CRM software is a vital tool, CRM itself is really a discipline: It's the cultivation of the customer relationship and the management of customer data to create better experiences for the customer and to generate better results for the business. The CRM application doesn't exist on its own in ...
This winter has been very rough on Google Fiber, Alphabet's high-speed Internet service. An overabundance of snow, ice and water have caused service outages. Why do these issues not seem to hamper competitors? The latest news is that the service is leaving Louisville, supposedly due to a faulty inst...
"Customer experience" is the great watchword of 2018 -- and it was a great watchword in 2017 and 2016, too. Eighty-five percent of executives said that CX was important to their companies' strategic priorities, in an Accenture survey. Sixty-two percent of companies viewed CX delivered by contact cen...
Many faithful Facebook users had the rug pulled out from under them during the last year. Both Sheryl Sandberg and Mark Zuckerberg appeared before the U.S. Congress and spilled the beans on how the company had betrayed its members. I don't think the company's leaders realized that Facebook was doing...
The Top 10 blogs on our top 20 list are written by people well known to CRM professionals. There's a reason for that: In order to understand and appreciate the discipline of CRM, you must be a person who values other people, and part of valuing people is being able to communicate with them. As a res...
After several years of instability on this list, 2018 saw things settle down a bit. In past years, blogs would make the list for a flurry of great posts one year, then fizzle the next. Sometimes, bloggers would change careers and their CRM content would dry up. Once in a while, a great blogger would...
Why have Microsoft and Apple been wasting the time of their users? My latest irritation concerns the disappearance of the Microsoft Word "Recent" folder from my MacBook. It was simply gone. Vanished. Poof. Like most people, I have a morning routine. I wake up, make my first cup of coffee, and sit do...
Sales talent for a long time has been broken up into three groups: A-players, B-players and C-players. Everyone loves the A-players -- they're the ones who bring home the bacon, after all. The B-players show promise and, with the right training and motivation, could become A-players. The C-players? ...
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How To Leverage Gen AI Without Losing the Corporate Shirt
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AI-Human Collaboration and the Future of Customer Service
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Is Generative AI the Next Big CX Thing Despite Its Risks?
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https://www.crmbuyer.com/story/beyond-the-cart-ux-hits-and-misses-can-make-or-break-a-virtual-storefront-177960.html
Beyond the Cart: UX Hits and Misses Can Make or Break a Virtual Storefront
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Morphing Demographics Require Imaginative PR Strategies
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https://www.crmbuyer.com/story/the-future-of-gen-ai-in-retail-balancing-human-factors-with-revenue-growth-177923.html
The Future of Gen AI in Retail: Balancing Human Factors With Revenue Growth
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https://www.crmbuyer.com/story/mastering-ai-powered-crm-puts-onus-on-vendors-to-get-it-right-177248.html
Mastering AI-Powered CRM Puts Onus on Vendors To Get It Right
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https://www.crmbuyer.com/story/retailers-ignoring-customer-privacy-website-usability-put-business-at-risk-178009.html
Retailers Ignoring Customer Privacy, Website Usability Put Business at Risk
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https://www.crmbuyer.com/story/bigeyes-dependency-driven-monitoring-boosts-reliability-of-crm-data-177279.html
Bigeye’s Dependency-Driven Monitoring Boosts Reliability of CRM Data
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