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2021 wholesale distribution trends to watch. Based upon recent disruption and market dynamics, the wholesale distribution industry will continue to be reshaped by four major trends: Increased competition and new disruptors. Global dynamics impacting supply chains. Social changes resulting in a DIGITAL MARKETPLACES: EXAMPLES, BENEFITS, STRATEGIES Notable examples include Alibaba and Amazon Business. B2B marketplaces are more niche and vertical industry focused. Peer-to-peer (P2P) or consumer-to-consumer (C2C) marketplaces – Notable examples include eBay, TaoBao, Mercari, Etsy, and even Airbnb. This is a marketplace where consumers are both sellers and buyers. THE MAKING OF A CUSTOMER SERVICE SUPERHERO: POWERS ACTIVATE Support and celebrate customer service agents. Activate these superpowers and more by investing in your people. By providing customer service agents with the right resources and tools, you’re helping them to be more successful. The benefits then multiple. Agents who are more successful will be more motivated, engaged, and betterpositioned to
THE INFORMATION AGE IS OVER: ENTER THE AGE OF CURATIONSEE MORE ON THE-FUTURE-OF-COMMERCE.COM WITH THE RISE OF B2B MARKETPLACES, WHAT HAPPENS TO With the rise of B2B marketplaces, what happens to traditional sales? The growth of B2B e-commerce has put steady pressure on B2B sellers to evolve, but the emergence of B2B marketplaces makes their transformation even more urgent. Just as more consumers are buying online, an increasing number of B2B buyers are turning to e-commercechannels.
WHAT DOES CUSTOMER AFTERCARE MEAN The definition of customer aftercare is multi-faceted, and includes all of the steps, actions, communications, and processes that take place after the sale to assure your customers remain satisfied and engaged. Customer aftercare refers to post-sale customer service. Today, achieving a sale often requires having great online reviews. TELCO TRENDS 2020: VISION FOR THE TELECOM INDUSTRY The 2020 telco trends open up a much larger dimension than ever before. In a recent study, McKinsey noted that telcos could generate more value by breaking up, essentially separating the core telephony services from the infrastructure. In an early article on 5G, The Economist highlighted that 5G actually needs to be run as a publicutility, and
OMNICHANNEL EXAMPLES: BRANDS CREATING THEIR OWN LUCK Omnichannel example #2: Disney Strategy. Disney is a fantastic example of omnichannel strategy, yes. They are also an amazing example of perfect linear commerce execution. The company began by producing content and building a community. WHAT IS THE FUTURE OF CONSUMER DATA PRIVACY? A PRIMER ON A recent study around consumer data privacy found that consumers share data more regularly than ever, accelerated by the COVID-19 pandemic. Today, 61% of consumers share personal data “most times” they interact with a new application, while 46% share data daily when they shop online. This massive rise in data sharing has pushed consumer data privacy issues into the spotlight: Data 5 CPG RETAIL TRENDS THAT WILL DEFINE THE INDUSTRY IN 2021 1. CPG retail in 2021: Brands have to work even harder to win the digital shelf. E-commerce boomed in 2020, even in the typically slow-growth areas of CPG. According to eMarketer, e-commerce sales will jump nearly 36% over 2019, as social distancing still keeps skittish holiday shoppers away from brick-and-mortar stores. 2021 WHOLESALE DISTRIBUTION TRENDS: MORE COMPETITIONAUTHOR: MAGNUSMEIER
2021 wholesale distribution trends to watch. Based upon recent disruption and market dynamics, the wholesale distribution industry will continue to be reshaped by four major trends: Increased competition and new disruptors. Global dynamics impacting supply chains. Social changes resulting in a DIGITAL MARKETPLACES: EXAMPLES, BENEFITS, STRATEGIES Notable examples include Alibaba and Amazon Business. B2B marketplaces are more niche and vertical industry focused. Peer-to-peer (P2P) or consumer-to-consumer (C2C) marketplaces – Notable examples include eBay, TaoBao, Mercari, Etsy, and even Airbnb. This is a marketplace where consumers are both sellers and buyers. THE MAKING OF A CUSTOMER SERVICE SUPERHERO: POWERS ACTIVATE Support and celebrate customer service agents. Activate these superpowers and more by investing in your people. By providing customer service agents with the right resources and tools, you’re helping them to be more successful. The benefits then multiple. Agents who are more successful will be more motivated, engaged, and betterpositioned to
THE INFORMATION AGE IS OVER: ENTER THE AGE OF CURATIONSEE MORE ON THE-FUTURE-OF-COMMERCE.COM WITH THE RISE OF B2B MARKETPLACES, WHAT HAPPENS TO With the rise of B2B marketplaces, what happens to traditional sales? The growth of B2B e-commerce has put steady pressure on B2B sellers to evolve, but the emergence of B2B marketplaces makes their transformation even more urgent. Just as more consumers are buying online, an increasing number of B2B buyers are turning to e-commercechannels.
WHAT DOES CUSTOMER AFTERCARE MEAN The definition of customer aftercare is multi-faceted, and includes all of the steps, actions, communications, and processes that take place after the sale to assure your customers remain satisfied and engaged. Customer aftercare refers to post-sale customer service. Today, achieving a sale often requires having great online reviews. TELCO TRENDS 2020: VISION FOR THE TELECOM INDUSTRY The 2020 telco trends open up a much larger dimension than ever before. In a recent study, McKinsey noted that telcos could generate more value by breaking up, essentially separating the core telephony services from the infrastructure. In an early article on 5G, The Economist highlighted that 5G actually needs to be run as a publicutility, and
OMNICHANNEL EXAMPLES: BRANDS CREATING THEIR OWN LUCK Omnichannel example #2: Disney Strategy. Disney is a fantastic example of omnichannel strategy, yes. They are also an amazing example of perfect linear commerce execution. The company began by producing content and building a community. 5 CPG RETAIL TRENDS THAT WILL DEFINE THE INDUSTRY IN 2021 1. CPG retail in 2021: Brands have to work even harder to win the digital shelf. E-commerce boomed in 2020, even in the typically slow-growth areas of CPG. According to eMarketer, e-commerce sales will jump nearly 36% over 2019, as social distancing still keeps skittish holiday shoppers away from brick-and-mortar stores. SAPPHIRE NOW PROCUREMENT & SUPPLY CHAIN: KEY TAKEAWAYS Resilient and sustainable digital supply chains are key differentiators for business. Companies can boost CX and satisfaction by more than 82% when running resilient supply chains. Discover the SAPPHIRE NOW takeaways from the procurement and supply chain keynotes. THE CUSTOMER EXPERIENCE IN MANUFACTURING: TAKING CUES FROM What happens after your customers buy your products? Is that the end of the transaction? Hardly. Today, a customer’s relationship with your business doesn’t end at the completion of a sale. Rather, your relationship with customers is ongoing. The first sale is just part ofthe lifecycle. The
REPLATFORMING E-COMMERCE: A CHECKLIST FOR BRAND SUCCESS Digitally speaking, e-commerce replatforming is a heavy lift, a Herculean effort that can devour time and devastate budgets with no guarantee of success. Still, it’s inevitable. Change is the great unifying constant in retail. Products change. Consumer tastes change. Business priorities change 2021 CUSTOMER SERVICE TRENDS: DOUBLING DOWN, POST-PANDEMIC 2021 customer service trends: Doubling down, post-pandemic. This year put the spotlight on customer service as businesses grappled with an influx of calls from distressed customers as well as wide-ranging disruptions to their operations. Service teams were tested like never before, forced to adapt quickly to new, uncertain situations. SAPPHIRE NOW CX KEYNOTE: PUTTING CUSTOMERS FIRST FUELS Most companies say they care about the customer experience, but often it’s just lip service. Think about the times you can’t find the information you need on a brand’s website, your online order is messed up, or you wait for what seems like forever to talk to customer service.. But when a company truly focuses on the customer, the results can be amazing. HOW TO MEASURE DIGITAL ACTIVITIES: ONLINE, MOBILE, STORE How to measure digital activities: Why measurement challenges abound for digital marketers. The majority of companies don’t have online, mobile, and store performance insights built into their technology to be able measure, optimize, and guide an experience that delivers value for the customer and the business. DIGITAL TRANSFORMATION IN INDUSTRIES: THE RACE IS ON From boarded-up retail outlets to depressed demand for chemicals and refined products, 2020 was a wake-up call for many industries. Organizations had to deal with a head-spinning volume of turbulence in the past 12 months. One crucial lesson was that THE DIRTY SECRETS OF HEADLESS COMMERCE: WHAT VENDORS ARE Headless commerce—or, simply, “headless”—is the darling of the B2C world right now. According to Google Trends, search requests for headless commerce have grown exponentially since early 2020. From an e-commerce standpoint, it’s easy to HOW CUSTOMER DATA MANAGEMENT UNLOCKS GROWTH AND REVENUE Customer data management deserves more credit in conversations about growth. So, you’re ready to tap into your well of customer data and use it to drive next-level business revenue. You understand the value of customer data management – maybe WHAT IS THE FUTURE OF CONSUMER DATA PRIVACY? A PRIMER ON What is the future of consumer data privacy? A recent study around consumer data privacy found that consumers share data more regularly than ever, accelerated by the COVID-19 pandemic. Today, 61% of consumers share personal data “most times” they interact with a new application, while 46% share data daily when they shop online. CUSTOMER SERVICE STRATEGY: THE KEY TO BUSINESS RESILIENCEAUTHOR: KIRSITARVAINEN
Customer service strategy 101. It’s clear that effective customer service will continue to be a core element of business resilience well beyond the current crisis. Here are the key considerations for every business: In times of change, customers need support to help quickly answer questions and address any concerns. 2021 HR TRENDS: THE FUTURE OF HUMAN RESOURCES BECOMES 2021 HR trends: The future of human resources, humanized. Like everyone else, professionals in human resources are working in a world full of uncertainty about how best to lead, engage, and care for our people. Employees and leaders in all levels of organizations are experiencing many of the same disruptions and stressors as their peersaround
WHAT IS RETAIL EXECUTION: CPG STRATEGY 101 What is retail execution: CPG strategy 101. Retail execution is the final leg of the sales process for in-store purchases. It’s the last opportunity for consumer packaged goods (CPG) companies to capture their customers’ attention and seal the deal. In the simplest terms, it’s the retail activities (from merchandising to order THE MAKING OF A CUSTOMER SERVICE SUPERHERO: POWERS ACTIVATE Support and celebrate customer service agents. Activate these superpowers and more by investing in your people. By providing customer service agents with the right resources and tools, you’re helping them to be more successful. The benefits then multiple. Agents who are more successful will be more motivated, engaged, and betterpositioned to
CUSTOM ANALYTICS APPLICATIONS: REIMAGINING THE FUTURE OF The era of one-size-fits-all analytics is over if it ever existed in the first place. Forward-thinking businesses are utilizing custom analytics applications TELCO TRENDS 2020: VISION FOR THE TELECOM INDUSTRYCURRENT TRENDS IN TELECOMMUNICATIONSTELCO TRENDSTELECOM INDUSTRYNEW TRENDS IN TELECOMMUNICATIONSTELECOMMUNICATION TRENDS 2017TRENDS IN TELECOMMUNICATIONS 2020 The 2020 telco trends open up a much larger dimension than ever before. In a recent study, McKinsey noted that telcos could generate more value by breaking up, essentially separating the core telephony services from the infrastructure. In an early article on 5G, The Economist highlighted that 5G actually needs to be run as a publicutility, and
THE FUTURE OF CUSTOMER ENGAGEMENT AND EXPERIENCE Your destination for relevant, timely information & analysis on commerce trends, both consumer-facing and B2B. OMNICHANNEL EXAMPLES: BRANDS CREATING THEIR OWN LUCK Omnichannel example #2: Disney Strategy. Disney is a fantastic example of omnichannel strategy, yes. They are also an amazing example of perfect linear commerce execution. The company began by producing content and building a community. 4 ESSENTIAL STRATEGIES FOR MANAGING MILLENNIAL SALESPEOPLE Taking time in meetings to hand out monthly awards or compliment employees on a job well done will help drive them to succeed. Incorporating gamification in training and sales performance management systems also is a good strategy for engaging millennials. They grew up playing video games, so they’ll thrive with a gamification format that WHAT IS THE FUTURE OF CONSUMER DATA PRIVACY? A PRIMER ON What is the future of consumer data privacy? A recent study around consumer data privacy found that consumers share data more regularly than ever, accelerated by the COVID-19 pandemic. Today, 61% of consumers share personal data “most times” they interact with a new application, while 46% share data daily when they shop online. CUSTOMER SERVICE STRATEGY: THE KEY TO BUSINESS RESILIENCEAUTHOR: KIRSITARVAINEN
Customer service strategy 101. It’s clear that effective customer service will continue to be a core element of business resilience well beyond the current crisis. Here are the key considerations for every business: In times of change, customers need support to help quickly answer questions and address any concerns. 2021 HR TRENDS: THE FUTURE OF HUMAN RESOURCES BECOMES 2021 HR trends: The future of human resources, humanized. Like everyone else, professionals in human resources are working in a world full of uncertainty about how best to lead, engage, and care for our people. Employees and leaders in all levels of organizations are experiencing many of the same disruptions and stressors as their peersaround
WHAT IS RETAIL EXECUTION: CPG STRATEGY 101 What is retail execution: CPG strategy 101. Retail execution is the final leg of the sales process for in-store purchases. It’s the last opportunity for consumer packaged goods (CPG) companies to capture their customers’ attention and seal the deal. In the simplest terms, it’s the retail activities (from merchandising to order THE MAKING OF A CUSTOMER SERVICE SUPERHERO: POWERS ACTIVATE Support and celebrate customer service agents. Activate these superpowers and more by investing in your people. By providing customer service agents with the right resources and tools, you’re helping them to be more successful. The benefits then multiple. Agents who are more successful will be more motivated, engaged, and betterpositioned to
CUSTOM ANALYTICS APPLICATIONS: REIMAGINING THE FUTURE OF The era of one-size-fits-all analytics is over if it ever existed in the first place. Forward-thinking businesses are utilizing custom analytics applications TELCO TRENDS 2020: VISION FOR THE TELECOM INDUSTRYCURRENT TRENDS IN TELECOMMUNICATIONSTELCO TRENDSTELECOM INDUSTRYNEW TRENDS IN TELECOMMUNICATIONSTELECOMMUNICATION TRENDS 2017TRENDS IN TELECOMMUNICATIONS 2020 The 2020 telco trends open up a much larger dimension than ever before. In a recent study, McKinsey noted that telcos could generate more value by breaking up, essentially separating the core telephony services from the infrastructure. In an early article on 5G, The Economist highlighted that 5G actually needs to be run as a publicutility, and
THE FUTURE OF CUSTOMER ENGAGEMENT AND EXPERIENCE Your destination for relevant, timely information & analysis on commerce trends, both consumer-facing and B2B. OMNICHANNEL EXAMPLES: BRANDS CREATING THEIR OWN LUCK Omnichannel example #2: Disney Strategy. Disney is a fantastic example of omnichannel strategy, yes. They are also an amazing example of perfect linear commerce execution. The company began by producing content and building a community. 4 ESSENTIAL STRATEGIES FOR MANAGING MILLENNIAL SALESPEOPLE Taking time in meetings to hand out monthly awards or compliment employees on a job well done will help drive them to succeed. Incorporating gamification in training and sales performance management systems also is a good strategy for engaging millennials. They grew up playing video games, so they’ll thrive with a gamification format that THE FUTURE OF CUSTOMER ENGAGEMENT AND EXPERIENCE Your destination for relevant, timely information & analysis on commerce trends, both consumer-facing and B2B. DIGITAL TRANSFORMATION IN INDUSTRIES: THE RACE IS ON From boarded-up retail outlets to depressed demand for chemicals and refined products, 2020 was a wake-up call for many industries. Organizations had to deal with a head-spinning volume of turbulence in the past 12 months. One crucial lesson was that HOW TO MEASURE DIGITAL ACTIVITIES: ONLINE, MOBILE, STORE How to measure digital activities: Why measurement challenges abound for digital marketers. The majority of companies don’t have online, mobile, and store performance insights built into their technology to be able measure, optimize, and guide an experience that delivers value for the customer and the business. HOW CUSTOMER DATA MANAGEMENT UNLOCKS GROWTH AND REVENUE Customer data management deserves more credit in conversations about growth. So, you’re ready to tap into your well of customer data and use it to drive next-level business revenue. You understand the value of customer data management – maybe THE DIRTY SECRETS OF HEADLESS COMMERCE: WHAT VENDORS ARE Headless commerce—or, simply, “headless”—is the darling of the B2C world right now. According to Google Trends, search requests for headless commerce have grown exponentially since early 2020. From an e-commerce standpoint, it’s easy to SOCIAL COMMERCE STRATEGY: HOW TO STRIKE GOLD WITH SOCIAL A social commerce strategy is a must-have for brands today. Find out how brands can build a profitable social commerce strategy. WHAT IS RETAIL EXECUTION: CPG STRATEGY 101 What is retail execution: CPG strategy 101. Retail execution is the final leg of the sales process for in-store purchases. It’s the last opportunity for consumer packaged goods (CPG) companies to capture their customers’ attention and seal the deal. In the simplest terms, it’s the retail activities (from merchandising to order CASHLESS SOCIETY: DIGITAL PAYMENT OPTIONS NOW A REQUIREMENT After a year of profound disruption and lessons learned, retailers are working to rebuild smarter in 2021 as they adapt to rapid changes in consumer behavior. The pandemic accelerated a global shift in consumer preferences away from cash toward fast, safe, and convenient digitalpayments
CUSTOMER PROFILES: EXAMPLES, BENEFITS, Customer profiles are the bedrock of stellar customer service and superior customer experience. How do you stand out in an increasingly competitive and saturated market? By delivering great experiences over, and over, and over again. The key is consistency. And it’s easier to achieve with PAYAL HINDOCHA, AUTHOR AT THE FUTURE OF CUSTOMER Industry evangelist and speaker, Payal is recognized for her expertise in bringing to market innovative solutions mapped to industry and client requirements. With an extensive background in product marketing, she’s worked with everything from fast-growing start-ups to global enterprises. Payal is WHAT IS THE FUTURE OF CONSUMER DATA PRIVACY? A PRIMER ON What is the future of consumer data privacy? A recent study around consumer data privacy found that consumers share data more regularly than ever, accelerated by the COVID-19 pandemic. Today, 61% of consumers share personal data “most times” they interact with a new application, while 46% share data daily when they shop online. CUSTOMER SERVICE STRATEGY: THE KEY TO BUSINESS RESILIENCEAUTHOR: KIRSITARVAINEN
Customer service strategy 101. It’s clear that effective customer service will continue to be a core element of business resilience well beyond the current crisis. Here are the key considerations for every business: In times of change, customers need support to help quickly answer questions and address any concerns. 2021 HR TRENDS: THE FUTURE OF HUMAN RESOURCES BECOMES 2021 HR trends: The future of human resources, humanized. Like everyone else, professionals in human resources are working in a world full of uncertainty about how best to lead, engage, and care for our people. Employees and leaders in all levels of organizations are experiencing many of the same disruptions and stressors as their peersaround
WHAT IS RETAIL EXECUTION: CPG STRATEGY 101 What is retail execution: CPG strategy 101. Retail execution is the final leg of the sales process for in-store purchases. It’s the last opportunity for consumer packaged goods (CPG) companies to capture their customers’ attention and seal the deal. In the simplest terms, it’s the retail activities (from merchandising to order THE MAKING OF A CUSTOMER SERVICE SUPERHERO: POWERS ACTIVATE Support and celebrate customer service agents. Activate these superpowers and more by investing in your people. By providing customer service agents with the right resources and tools, you’re helping them to be more successful. The benefits then multiple. Agents who are more successful will be more motivated, engaged, and betterpositioned to
CUSTOM ANALYTICS APPLICATIONS: REIMAGINING THE FUTURE OF The era of one-size-fits-all analytics is over if it ever existed in the first place. Forward-thinking businesses are utilizing custom analytics applications TELCO TRENDS 2020: VISION FOR THE TELECOM INDUSTRYCURRENT TRENDS IN TELECOMMUNICATIONSTELCO TRENDSTELECOM INDUSTRYNEW TRENDS IN TELECOMMUNICATIONSTELECOMMUNICATION TRENDS 2017TRENDS IN TELECOMMUNICATIONS 2020 The 2020 telco trends open up a much larger dimension than ever before. In a recent study, McKinsey noted that telcos could generate more value by breaking up, essentially separating the core telephony services from the infrastructure. In an early article on 5G, The Economist highlighted that 5G actually needs to be run as a publicutility, and
THE FUTURE OF CUSTOMER ENGAGEMENT AND EXPERIENCE Your destination for relevant, timely information & analysis on commerce trends, both consumer-facing and B2B. OMNICHANNEL EXAMPLES: BRANDS CREATING THEIR OWN LUCK Omnichannel example #2: Disney Strategy. Disney is a fantastic example of omnichannel strategy, yes. They are also an amazing example of perfect linear commerce execution. The company began by producing content and building a community. 4 ESSENTIAL STRATEGIES FOR MANAGING MILLENNIAL SALESPEOPLE Taking time in meetings to hand out monthly awards or compliment employees on a job well done will help drive them to succeed. Incorporating gamification in training and sales performance management systems also is a good strategy for engaging millennials. They grew up playing video games, so they’ll thrive with a gamification format that WHAT IS THE FUTURE OF CONSUMER DATA PRIVACY? A PRIMER ON What is the future of consumer data privacy? A recent study around consumer data privacy found that consumers share data more regularly than ever, accelerated by the COVID-19 pandemic. Today, 61% of consumers share personal data “most times” they interact with a new application, while 46% share data daily when they shop online. CUSTOMER SERVICE STRATEGY: THE KEY TO BUSINESS RESILIENCEAUTHOR: KIRSITARVAINEN
Customer service strategy 101. It’s clear that effective customer service will continue to be a core element of business resilience well beyond the current crisis. Here are the key considerations for every business: In times of change, customers need support to help quickly answer questions and address any concerns. 2021 HR TRENDS: THE FUTURE OF HUMAN RESOURCES BECOMES 2021 HR trends: The future of human resources, humanized. Like everyone else, professionals in human resources are working in a world full of uncertainty about how best to lead, engage, and care for our people. Employees and leaders in all levels of organizations are experiencing many of the same disruptions and stressors as their peersaround
WHAT IS RETAIL EXECUTION: CPG STRATEGY 101 What is retail execution: CPG strategy 101. Retail execution is the final leg of the sales process for in-store purchases. It’s the last opportunity for consumer packaged goods (CPG) companies to capture their customers’ attention and seal the deal. In the simplest terms, it’s the retail activities (from merchandising to order THE MAKING OF A CUSTOMER SERVICE SUPERHERO: POWERS ACTIVATE Support and celebrate customer service agents. Activate these superpowers and more by investing in your people. By providing customer service agents with the right resources and tools, you’re helping them to be more successful. The benefits then multiple. Agents who are more successful will be more motivated, engaged, and betterpositioned to
CUSTOM ANALYTICS APPLICATIONS: REIMAGINING THE FUTURE OF The era of one-size-fits-all analytics is over if it ever existed in the first place. Forward-thinking businesses are utilizing custom analytics applications TELCO TRENDS 2020: VISION FOR THE TELECOM INDUSTRYCURRENT TRENDS IN TELECOMMUNICATIONSTELCO TRENDSTELECOM INDUSTRYNEW TRENDS IN TELECOMMUNICATIONSTELECOMMUNICATION TRENDS 2017TRENDS IN TELECOMMUNICATIONS 2020 The 2020 telco trends open up a much larger dimension than ever before. In a recent study, McKinsey noted that telcos could generate more value by breaking up, essentially separating the core telephony services from the infrastructure. In an early article on 5G, The Economist highlighted that 5G actually needs to be run as a publicutility, and
THE FUTURE OF CUSTOMER ENGAGEMENT AND EXPERIENCE Your destination for relevant, timely information & analysis on commerce trends, both consumer-facing and B2B. OMNICHANNEL EXAMPLES: BRANDS CREATING THEIR OWN LUCK Omnichannel example #2: Disney Strategy. Disney is a fantastic example of omnichannel strategy, yes. They are also an amazing example of perfect linear commerce execution. The company began by producing content and building a community. 4 ESSENTIAL STRATEGIES FOR MANAGING MILLENNIAL SALESPEOPLE Taking time in meetings to hand out monthly awards or compliment employees on a job well done will help drive them to succeed. Incorporating gamification in training and sales performance management systems also is a good strategy for engaging millennials. They grew up playing video games, so they’ll thrive with a gamification format that THE FUTURE OF CUSTOMER ENGAGEMENT AND EXPERIENCE Your destination for relevant, timely information & analysis on commerce trends, both consumer-facing and B2B. DIGITAL TRANSFORMATION IN INDUSTRIES: THE RACE IS ON From boarded-up retail outlets to depressed demand for chemicals and refined products, 2020 was a wake-up call for many industries. Organizations had to deal with a head-spinning volume of turbulence in the past 12 months. One crucial lesson was that HOW TO MEASURE DIGITAL ACTIVITIES: ONLINE, MOBILE, STORE How to measure digital activities: Why measurement challenges abound for digital marketers. The majority of companies don’t have online, mobile, and store performance insights built into their technology to be able measure, optimize, and guide an experience that delivers value for the customer and the business. HOW CUSTOMER DATA MANAGEMENT UNLOCKS GROWTH AND REVENUE Customer data management deserves more credit in conversations about growth. So, you’re ready to tap into your well of customer data and use it to drive next-level business revenue. You understand the value of customer data management – maybe THE DIRTY SECRETS OF HEADLESS COMMERCE: WHAT VENDORS ARE Headless commerce—or, simply, “headless”—is the darling of the B2C world right now. According to Google Trends, search requests for headless commerce have grown exponentially since early 2020. From an e-commerce standpoint, it’s easy to SOCIAL COMMERCE STRATEGY: HOW TO STRIKE GOLD WITH SOCIAL A social commerce strategy is a must-have for brands today. Find out how brands can build a profitable social commerce strategy. WHAT IS RETAIL EXECUTION: CPG STRATEGY 101 What is retail execution: CPG strategy 101. Retail execution is the final leg of the sales process for in-store purchases. It’s the last opportunity for consumer packaged goods (CPG) companies to capture their customers’ attention and seal the deal. In the simplest terms, it’s the retail activities (from merchandising to order CASHLESS SOCIETY: DIGITAL PAYMENT OPTIONS NOW A REQUIREMENT After a year of profound disruption and lessons learned, retailers are working to rebuild smarter in 2021 as they adapt to rapid changes in consumer behavior. The pandemic accelerated a global shift in consumer preferences away from cash toward fast, safe, and convenient digitalpayments
CUSTOMER PROFILES: EXAMPLES, BENEFITS, Customer profiles are the bedrock of stellar customer service and superior customer experience. How do you stand out in an increasingly competitive and saturated market? By delivering great experiences over, and over, and over again. The key is consistency. And it’s easier to achieve with PAYAL HINDOCHA, AUTHOR AT THE FUTURE OF CUSTOMER Industry evangelist and speaker, Payal is recognized for her expertise in bringing to market innovative solutions mapped to industry and client requirements. With an extensive background in product marketing, she’s worked with everything from fast-growing start-ups to global enterprises. Payal is WHAT IS THE FUTURE OF CONSUMER DATA PRIVACY? A PRIMER ON A recent study around consumer data privacy found that consumers share data more regularly than ever, accelerated by the COVID-19 pandemic. Today, 61% of consumers share personal data “most times” they interact with a new application, while 46% share data daily when they shop online. This massive rise in data sharing has pushed consumer data privacy issues into the spotlight: Data 2021 HR TRENDS: THE FUTURE OF HUMAN RESOURCES BECOMESAUTHOR: TRISHMCFARLANE
From there, we can build on how to use that knowledge to create the kind of engaging, consumer-like experiences that employees expect.. HR Trends in 2021: How to create an employee experience to future-proof your business. So, what’s involved in CUSTOMER SERVICE STRATEGY: THE KEY TO BUSINESS RESILIENCE The problem is, even companies that are aggressively reexamining their business model tend to overlook the importance of a customer service strategy as a key element of resilience. WHAT IS RETAIL EXECUTION: CPG STRATEGY 101 Retail execution is the final leg of the sales process for in-store purchases. It’s the last opportunity for consumer packaged goods(CPG) companies to
THE MAKING OF A CUSTOMER SERVICE SUPERHERO: POWERS ACTIVATE Over the past year, many amazing heroes have risen up to help others navigate or even survive these tough times. From health care workers and teachers all the way to those who would go out on our behalf to shop our groceries and then deliver them on time, right to our door. CUSTOM ANALYTICS APPLICATIONS: REIMAGINING THE FUTURE OF The era of one-size-fits-all analytics is over if it ever existed in the first place. Forward-thinking businesses are utilizing custom analytics applications WHAT IS THE FUTURE OF CONSUMER DATA PRIVACY? A PRIMER ON A recent study around consumer data privacy found that consumers share data more regularly than ever, accelerated by the COVID-19 pandemic. Today, 61% of consumers share personal data “most times” they interact with a new application, while 46% share data daily when they shop online. This massive rise in data sharing has pushed consumer data privacy issues into the spotlight: Data 2021 HR TRENDS: THE FUTURE OF HUMAN RESOURCES BECOMESAUTHOR: TRISHMCFARLANE
From there, we can build on how to use that knowledge to create the kind of engaging, consumer-like experiences that employees expect.. HR Trends in 2021: How to create an employee experience to future-proof your business. So, what’s involved in CUSTOMER SERVICE STRATEGY: THE KEY TO BUSINESS RESILIENCE The problem is, even companies that are aggressively reexamining their business model tend to overlook the importance of a customer service strategy as a key element of resilience. WHAT IS RETAIL EXECUTION: CPG STRATEGY 101 Retail execution is the final leg of the sales process for in-store purchases. It’s the last opportunity for consumer packaged goods(CPG) companies to
THE MAKING OF A CUSTOMER SERVICE SUPERHERO: POWERS ACTIVATE Over the past year, many amazing heroes have risen up to help others navigate or even survive these tough times. From health care workers and teachers all the way to those who would go out on our behalf to shop our groceries and then deliver them on time, right to our door. CUSTOM ANALYTICS APPLICATIONS: REIMAGINING THE FUTURE OF The era of one-size-fits-all analytics is over if it ever existed in the first place. Forward-thinking businesses are utilizing custom analytics applications THE FUTURE OF CUSTOMER ENGAGEMENT AND EXPERIENCE Your destination for relevant, timely information & analysis on commerce trends, both consumer-facing and B2B. 2021 WHOLESALE DISTRIBUTION TRENDS: MORE COMPETITION 2021 wholesale distribution trends to watch include increased competition, continued supply chain disruption, and a talent shortage. CASHLESS SOCIETY: DIGITAL PAYMENT OPTIONS NOW A REQUIREMENT After a year of profound disruption and lessons learned, retailers are working to rebuild smarter in 2021 as they adapt to rapid changes in consumer behavior. The pandemic accelerated a global shift in consumer preferences away from cash toward fast, safe, and convenient digitalpayments
THE DIRTY SECRETS OF HEADLESS COMMERCE: WHAT VENDORS ARE Headless commerce—or, simply, “headless”—is the darling of the B2C world right now. According to Google Trends, search requests for headless commerce have grown exponentially since early 2020. From an e-commerce standpoint, it’s easy to SOCIAL COMMERCE STRATEGY: HOW TO STRIKE GOLD WITH SOCIAL A social commerce strategy is a must-have for brands today. Find out how brands can build a profitable social commerce strategy. B2B SUBSCRIPTION MODELS: A GUIDE FOR THE FUTURE OF E-COMMERCE As a consumer, you likely have a few subscriptions for products and services–possibly for entertainment, software; even pet food. B2B subscription models can offer the same bottomline and loyalty benefits as their B2C counterparts, so companies WHAT IS RETAIL EXECUTION: CPG STRATEGY 101 Retail execution is the final leg of the sales process for in-store purchases. It’s the last opportunity for consumer packaged goods(CPG) companies to
CUSTOMER PROFILES: EXAMPLES, BENEFITS, Customer profiles are the bedrock of stellar customer service and superior customer experience. How do you stand out in an increasingly competitive and saturated market? By delivering great experiences over, and over, and over again. The key is consistency. And it’s easier to achieve with FIRST PARTY DATA IMPROVES WITH TIME: CREATE CUSTOMER To get the most out of your customer profiles, especially those fueled by first-party data, take a cue from one of the most iconic slogans in history: Just do it. We know third party data is going away. We often tout the benefits of planning – of investing upfront to drive significant benefits JOÃO ARAÚJO, AUTHOR AT THE FUTURE OF CUSTOMER ENGAGEMENT Joao Araujo is the VP of Customer Experience Sales for Brazil and is responsible for planning and executing the sales strategy of CX solutions in Brazil. He has been working in sales for the last 18 years and specifically with Customer Experience in the previous six years. João has a mission to * Follow us on Twitter * Follow us on Linkedin * Subscribe to our RSS feed * Listen to our podcastsSearch
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SAPPHIRE NOW 2021
THE FUTURE OF E-COMMERCETHE RISE OF HXM
CUSTOMER DATA
& PRIVACY
NOT NEW,
NOT NORMAL
(COVID-19
CONTENT)
EL FUTURO DE LA EXPERIENCIA DEL CLIENTE (LATAM) O FUTURO DA EXPERIÊNCIA DO CLIENTE (BRASIL)FUTURE OF
GROCERY RETAIL
FUTURE OF
SUPPLY CHAIN
SUSTAINABILITY
IN BUSINESS
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