Insight

Nielsen Will Rate Internet-Streamed Shows

Efforts are under way to calculate viewership as interest continues to shift away from cable TV. 

Zendesk Readies Facebook Messenger for Customer Service

When reaching out to customers through social media, companies need to tread a fine line. 

CX Spending Is on the Rise

Companies start to see value in their customer experience efforts. 

On the Scene

Oracle CEO Mark Hurd Is Firm on His CX Commitment

With only 10 percent of companies integrating CX processes, Oracle makes integration a priority.

On the Scene

Analysts Talk Top BI ‘Dilemmas’ and How to Solve Them

The future of IT calls for boldness and a bimodal approach. 

Required Reading

The Wallet Allocation Rule Is a Better Metric for Businesses

Net Promoter and satisfaction scores paint an incomplete picture.

Real ROI

SmartyPants Vitamins Boosts Engagement, and Gets Pharrell’s Attention, with People Pattern

The social intelligence tool triples a multivitamin start-up’s Twitter audience.

Home Painters Toronto Touches Up Its Marketing with Infusionsoft

A small-business CRM provider helps a local house painter turn his business around.

Blu’s Market Expansion Leads to NetSuite Rollout

E-cigarette manufacturer builds brand awareness and customer satisfaction with case management.