Expert Advice

Across all businesses, the entire C-suite leadership team is looking to validate an experience management program by asking one question: what is the financial impact of my CX investment? Making a business case to the financial leaders of your company means that you have to be prepared to answer any...

Important as it is to continually acquire new customers, it's every bit as vital for businesses to nurture existing clientele. The E-Commerce Times talked with several experts in customer engagement to get their thoughts about why it's critical to cultivate current customers -- and how to encourage ...

Even the most customer-centric businesses can overestimate their performance or miss the broad trends in customer behavior. That is why NICE inContact conducts annual surveys that track the customer experience from the perspective of businesses and consumers. CRM Buyer discussed the recent findings...

Engaging in disaster recovery requires a company to think about many things, but despite the long checklists that are created to accomplish DR, there are some areas that frequently get overlooked in business continuity and disaster recovery planning. With this in mind, it is imperative to address al...

When it comes to marketing strategies, nothing is more important than analyzing and measuring the actual effectiveness, influence, and ROI of every campaign. Understanding the contribution of every channel and the customer conversion process enables marketers to adapt and adjust accordingly. Let's d...

Half of consumers who originally planned to return to their pre-pandemic in-store shopping routines once coronavirus is under control now plan to stick with online shopping. That shift in preferences means that e-commerce merchants must keep up with trending ways to market, sell, and prevent fraud.

Today, more than 60 percent of consumers start their online shopping searches on Amazon. That trend is unlikely to change, as consumers have grown accustomed to the new normal of digital purchasing. As we look ahead into 2021 and beyond, here is what will take place in the Amazon e-commerce ecosyste...

Monitoring and maintaining your data is an ongoing, strategic process. By educating your CRM users -- and making their data entry process as easy as possible -- you can ensure that better-quality data will be entering the system. Here's how you can give your company a true advantage -- and empower e...

The E-Commerce Times discussed with Steve Wiideman, president and CEO of Wiideman Consulting Group, the essentials of how to build an SEO strategy for 2021. Wiideman designed and teaches the Website Optimization and Strategic Search Engine Marketing online course for California State University Full...

When the COVID-19 pandemic hit, many investors began to hold their funds back and we're waiting to see how things unfold. But at the same time, crisis often precedes opportunity -- and while M&A activity was down overall last year, when you look at the data more closely you will see a flurry of ...

To help consumers, and give e-tailers a heads up about better security, the E-Commerce Times discussed holiday shopping issues with a panel of cybersecurity experts. They offered advice on how consumers can avoid buying counterfeit products; and analyses of how fake goods affect the broader retail ...

For all the ways the COVID-19 pandemic has affected our online shopping behavior in 2020, add to the list: holiday gift giving. As e-commerce retailers, we should prepare for a surge in online gift purchases and also an increase in gifts delivered directly to the recipient. Here are ten ideas that e...

Instead of legacy security models that differentiate a "trusted" interior from an untrusted external one, zero trust instead assumes that all networks and hosts are equally untrustworthy. Once this fundamental shift in assumptions is made, you start to make different decisions about what, who, and w...

Robocalls, spam and call spoofing have all but destroyed Americans' trust in telephone calls -- to the point that many individuals have essentially stopped answering the phone. Here are seven steps that organizations can take to combat erroneous call blocking and increase answer rates. These measur...