Intuit’s $12 billion acquisition of email marketing provider Mailchimp last month represents the largest of any single standalone marketing software startup of its kind.

Over the last year, you probably heard the question “So how are you adapting to the new normal?” quite a few times. It is a reflection on how the global pandemic has, in some cases, fundamentally changed our everyday lives.

Capturing a customer’s attention quickly and keeping customer engagement consistent is vital to overall CX efforts. But how do we quantify and improve this elusive concept?

Two months after shelving its e-card subscription offer, Hallmark rolled out a way to write inside physical cards and get them mailed, all without leaving home.

After shutting its e-card service, Hallmark introduced a way to send handwritten cards without going to the mailbox.

For most organizations, CX is a strategic asset, and yet so many Chief Customer Officers like myself struggle to understand where they stand today and to chart a course for where they want their organization to be in six, twelve, or eighteen months.

Instagram is now allowing developers and businesses to begin integrating messages they get from consumers on its platform into the outside tools many companies use to manage customer communications. To enable this function, developers and businesses use an API, which enables two applications to communicate with one another.

At a new outlet in Times Square, customers can order and pick up food without ever interacting with a human.

How do you stand on the right side of the line between the helpful and the creepy with artificial intelligence (AI)? It’s a question rarely asked about AI in customer experience.

Ross Wainwright, CEO of Alida, sat down with Jeannie Walters and Adam Toporek—two of the most recognized and respected names in customer experience—to talk about consumer sentiment, how it’s changed since 2020, and how it will affect CX in 2021.