Customer service has an opportunity to be a much more strategic weapon for businesses that understand its power. To do this means moving away from what has traditionally been viewed as a back-end operation and cost center to what is now being viewed as a brand-focused profit center. The primary driver of this sea change is engaged and empowered consumers, who want to get the answers to their questions anytime, anywhere, on any device they choose.

The marketing landscape is changing before our eyes. New entrants, empowered consumers, and fragmented media options require marketers to change their tune – forever. Learn to prepare for the new environment and how to measure your success.

Today’s empowered consumers want to shop anywhere, anytime and they expect nothing less than a seamless experience with all their needs accommodated as they shift among mobile, digital and physical channels. They want the freedom and choice of online shopping, balanced with the comfort and immediacy of a physical store. They want to research and select items from their armchair, check out offers when they’re on the move and then try out products in the store.

DevOps helps drive continuous collaboration with the end-customer, gaining further visibility into online and mobile application usage and its effect on the brick-and-mortar experience. The data your company can derive from this collaboration should be used to continuously validate assumptions made earlier in the development process. Today’s empowered consumers have high expectations for the companies they do business with. They expect real-time communication, instant information, and the ability to connect in multiple ways. And they want it to be simple. A DevOps approach can help to accomplish this.

Power and influence in the automotive industry have dramatically shifted from the companies that make and sell vehicles to the consumers who buy them.

A great product is no longer sufficient to guarantee strong sales and loyal customers. Today's empowered consumers not only reject corporate irresponsibility but also seek brands that proactively promote beliefs and values aligned with their own. Marketing leaders should read this report to learn how to identify and prioritize relevant values that resonate with their consumers, authentically integrate those values across the organization, and help build the evidence-based case to earn consumers' and stakeholders' trust.

Personalization works. Brands know this. That’s why they use information like customer names, relevant content, and purchasing history to make consumers feel special. But is this enough for today’s empowered consumers? No—it still treats consumers as a small drop in a big bucket of generic marketing communications. It’s repetitive and stale. It’s simply not enough.

Brands no longer hold all the cards in their relationships with consumers. This is the age of empowered customers. They are in control, and they will quickly disengage at the first sign of irrelevance. Regaining their attention once that has happened is difficult. That is why so many CMOs and marketers are searching for new ways to engage and transform consumer relationships. Providing value-rich video ad experiences can mean the difference between being remembered for all the right reasons, and getting lost in the cacophony of advertising chatter. These kinds of ads motivate consumers to take the next-best actions that drive customer behavior change and help brands achieve their business goals far more effectively than traditional formats.

Three billion people are connected and empowered like never before. Consumers don’t just consume. They push. They pull. Doing so with equal and forceful power. This means an advocate can draw draw thousands toward you. Conversely, a detractor can repel others from getting close to you. How these individuals choose to apply that force is a direct result of one thing: their experience. A feeling that’s shaped by each interaction with your brand.

"DevOps helps drive continuous collaboration with the end-customer, gaining further visibility into online and mobile application usage and its effect on the brick-and-mortar experience. The data your company can derive from this collaboration should be used to continuously validate assumptions made earlier in the development process. Today’s empowered consumers have high expectations for the companies they do business with. They expect real-time communication, instant information, and the ability to connect in multiple ways. And they want it to be simple. A DevOps approach can help to accomplish this."

Today’s empowered consumers have high expectations for the companies they do business with. They expect real-time communication, instant information, and the ability to connect in multiple ways. And they want it to be simple. A DevOps approach can help to accomplish this.

Omni-channel operations and empowered consumers raise the value of advanced inventory management solutions.

The marketing landscape is changing before our eyes. New entrants, empowered consumers, and fragmented media options require marketers to change their tune – forever. Learn to prepare for the new environment and how to measure your success.

The marketing landscape is changing before our eyes. New entrants, empowered consumers, and fragmented media options require marketers to change their tune – forever. Learn to prepare for the new environment and how to measure your success.

The Internet has empowered consumers with self-service, and the insurance industry is adapting and innovating amongst its competitors to create a great online experience. It is imperative for insurers to decide where best to invest in technology - streamlining customer- or agent-initiated processes. Effectively leveraging the right technology helps insurers enable both the agent and customer.

The marketing landscape is changing before our eyes. New entrants, empowered consumers, and fragmented media options require marketers to change their tune – forever. Learn to prepare for the new environment and how to measure your success.

Learn how to retain your loyal customers through a seamless omni-channel approach that provides consistency, convenience, and a superior shopping experience across every consumer touch point

Today’s empowered and enlightened banking consumers demand services according to their individual preferences whenever, wherever and however they interact.

While the store remains the cornerstone of the shopping experience, our survey of more than 26,000 customers across a range of grocery and non-grocery retail categories, reveals that today’s empowered consumers are increasingly comfortable purchasing through multiple retail channels. The much discussed trend of "Showrooming," threatens to fragment hard-earned customer loyalty. Retailers can convert the threat to opportunity by making their customers "sticky" through a seamless omni-channel approach that provides consistency, convenience and a superior shopping experience across every consumer touch point.

With today’s empowered consumers, brands must engage their audiences in conversation across digital platforms. Fortunately, this social engagement produces a treasure trove of audience data - even before fans have made their first purchases. Learn to unlock this valuable data in our free white paper.

Commoditization is a serious threat to the telecommunications industry. Most CSPs offer similar services at rates designed to win what has become a price war. As a result, many face decreasing margins and difficulty sustaining differentiation based on prices or products alone. On top of commoditization, CSPs also face competition from OTT providers and an increasingly knowledgeable and demanding customer base. With access to growing amounts of data from an ever-increasing number of sources and devices, today’s empowered, savvy consumers know what they want and expect to get it.

The forces of digital disruption have empowered consumers and inverted the power relationship between buyers and sellers. Competitive advantages based on manufacturing, distribution, and IT are no longer sustainable. Customer loyalty has all but disappeared; buyers can and will shift their allegiance immediately if disappointed. In the era of the empowered consumer, business success depends upon offering consistently outstanding customer experiences across multiple touchpoints and over the entire customer lifecycle.

Today’s empowered and enlightened banking consumers demand services according to their individual preferences whenever, wherever and however they interact.

38 minute webcast discussing the rise of the empowered consumer and how consumers have changed the B2C relationship forever.