Through a confluence of crises, public trust is shifting across the globe. In this episode, Senior Analysts Anjali Lai and Enza Iannopollo discuss the impact of those shifts and the importance of deve

The days of relying on superstar sales reps to land huge, quarter-saving deals are over. Winning and retaining today’s buyers takes a systematic, broader-based approach to selling. Vice President and Senior Research Director Phil Harrell explains what ...

The Pandemic’s Lasting Impact On Employee Engagement

Every marketing organization knows its content should be customer-centric. Yet many still struggle to deliver on this aim. On this week’s What It Means episode, VP Phyllis Davidson and Principal Analyst Lisa Gately discuss how B2B marketers can get it ...

What is design debt? Principal Analyst Andrew Hogan joins What It Means in advance of his talk at CX North America to discuss this hidden problem and how addressing it strengthens customer experiences.

Will software developers have to review every API they developed in the past decade? Thankfully, no. Analysts David Mooter and Sandy Carielli explain why in this episode of What It Means.

A customer experience (CX) technology portfolio is both a select set of tools and almost everything your organization uses. Principal Analyst TJ Keitt unravels this paradox and explains how CX professionals can best navigate the tech landscape.

As reopening slowly begins, we’re joined by VP and Principal Analyst Sucharita Kodali to explore how the pandemic has reshaped the retail industry and where retailers should focus their resources going forward.

How do you install creativity in your organization to drive growth? VP, Principal Analyst Ted Schadler and Principal Analyst Jay Pattisall provide some answers in this week’s episode.

The travel industry is ready for a much-needed boost. Will vaccines deliver it? Principal Analyst Tom Mouhsian walks through the many facets of this complicated issue.