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Knowledge is power, especially when it comes to customer service. Deeper insight into customer buying habits and behaviors not only improves customer experience – it can also change the entire way your business functions and monetizes its product. This week, we found a number of articles that offers some great insights and ideas about how more deeply understand your customers, whether through big data strategies or asking a few simple and straightforward questions. We hope you enjoy them! Let us know your thoughts in the comments or tweet us @NICE_CX.

Excellent customer interactions involve a delicate balance between the macro and the micro. As CMOs, we must pay attention to granular issues such as the language and vocal tone used by our employees as well as the larger trends facing the industry today and in the future. It’s no easy task to keep an eye on both levels of the factors affecting customer experience. These five articles offer some great insights to help you meet this challenge. Let us know what you think.

Each new day seems to bring new information, new challenges and new technology to the marketing world. How can we maximize our work as CMOs while incorporating all the new ideas and concepts that hit our inbox every morning? Through two simple words: strategy and metrics. Focusing on business goals and measuring performance on a regular basis in effective ways makes contending with the challenges of modern marketing much less daunting. When handled with care, the empowered consumer can reward brands with deep loyalty. So, with the right strategy and metrics, that goal is highly achievable.

There are a variety of ways to approach customer experience. CMOs are constantly fine-tuning their strategy to create the optimum CX environment. Sometimes, it seems like the most challenging part of this process is the human element- both on the customer and the brand sides. Our authors this week take a look at the challenge of dealing with the human aspects of CX—from deeply understanding customer experience on a personal level to the difficulties of a hiring and orchestrating the right teams for CX success. We hope these articles give you some valuable insight on these issues.

It’s easy to think of customer service as a passive endeavor. Companies hire teams of employees whose main job is to sit and wait for customers to call them. This week, we are turning the traditional view of customer service on its head— we propose that successful companies take a proactive approach to customer service, whether it’s through digital transformation, innovative CMOs or even capitalizing on pre-purchase service opportunities. Proactive service shows customers you are a provider of solutions- not problems.

Prediction is very difficult, but that doesn’t stop many of us from trying. This week’s CMO Perspectives collects several articles with key predicting trends for the coming year. Some of these predictions may confirm what you’ve heard previously, while others, we hope, will provide new food for thought. We hope you enjoy these articles. Let us know your thoughts by commenting below, or reach out on Twitter: @NICE_CX

It’s not just you. Competition among companies is getting fiercer and there is more performance pressure on CMOs that ever before. So what can you do? This week’s post offers a few important suggestions. First, customer-centricity is more crucial than ever. Second, CMOs must collaborate with CIOs to integrate new technologies into their business. And third, keep abreast of the latest trends by reading industry blogs like our very own CMO Perspectives. We hope you enjoy these articles. Let us know your thoughts by commenting below, or reach out on Twitter: @NICE_CX