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Why is customer data still failing to deliver ROI? Leaders from Forrester, BECU, and Citizen Watch unpack the real reasons and share strategies that actually work.

Functional value is now beating brand familiarity, says Sara Richter, CMO at SAP Emarsys. To rebuild loyalty, brands need to go beyond transactions and deliver relevance, recognition, and reward – in real-time. It starts with first-party data…

From AI disruption to brand decentralisation, marketing insiders weigh in on what to watch, what to fix, and what to double down on in 2025.

Ads that induce emotion are nearly twice as effective at driving sales. Ahead of Cannes, new Zappi data reveals what truly makes creative perform.

Putting ‘customers first’ has long been a business mantra. But when it comes at the expense of employee wellbeing, the entire experience collapses and becomes a dangerous myth. Here's why employee-first thinking is the future of sustainable CX.

The report highlights rising user consent, growing iOS ad spend, and the effectiveness of consent-driven marketing approaches.

In the rush to digitise, retailers embraced ecommerce—only to discover an invisible threat: bots that mimic customers, drain ad budgets, and hand over competitive advantage to rivals.

While 86% of global executives call AI core to their strategy, new reports from Kyndryl, Qlik and S&P Global reveal that complexity, cultural inertia, and capability gaps are keeping organisations from unlocking its true potential.

In a world where customer expectations outpace traditional service models, a quiet transformation is underway—one where CX becomes as agile and on-demand as the digital economy it serves.

KPI dashboards may show green, but your customer’s experience could be flashing red. While early-stage companies focus on metrics, what’s often missed is the growing disconnect between customer expectations and what’s actually delivered.