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Customer Service Technology in Call Centers not a Main Concern for Businesses
US contact centers peaked at 2.8M workers in 2018. AI absorbed tier-1 and tier-2 volume. Salesforce Agentforce, Sierra, Decagon, Forethought run the layer.
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Online Measurement Strategy: The Four 2013 Barriers, Twelve Years Later
The 2013 Econsultancy/Lynchpin survey identified four barriers to measurement strategy: fragmented tech stack, talent shortage, marketing-IT silos, and vendor-dashboard reliance. Twelve years later, three are substantially addressed. The fourth migrated into the AI-engine measurement era. The 2026 measurement reality and the next frontier.
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Basic Facts of Unsuccessful Negotiation Strategies
The job of a proficient negotiator is tough, as you must constantly be ready to make decisions, plan in advance, and strategize. In spite of the fact that a preparation process for a negotiation may seem superficial, it’s tricky and intricate. Unsuccessful negotiation strategies are everything, and if you want to avoid making mistakes, the following guidelines might really help you out.
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Heineken, Unilever, and McDonald's Bring the Digital Marketing Mojo to ad:tech London
ad:tech London opens September 11 with the strongest brand-side lineup in the conference's run. Heineken, Unilever, McDonald's, Ford, Kellogg's, Lego — what to watch.
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NetBase Apparel Study: Social Channels Then, AI Engines Now
In 2013, NetBase and Edison Research found women used different social channels for different apparel sub-categories. Thirteen years later, the channels have moved — to TikTok, Reddit, Pinterest, and the AI engines — but the underlying behavior has not. The 2013 finding read against 2026.
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Matt Damon Wants Elysian Fields Schools - At Least for His Kids
Matt Damon has been one of the most vocal advocates of America's public schools. But what's good for your kids and mine, is apparently not good enough for Matt's four daughters. Damon's announcement he's sending his kids to private school is the subject of a PR Goofy Award today.
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Ami Mesika Makes World's Most Expensive Tequila Bottle
When one talks about the power of marketing, luxury usurps all other categories. Whether cars, watches or clothing, often times the luxury space exceeds one's wildest dreams. Clearly, with the advent of a multi-million dollar bottle of alcohol that is the case.
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How Bezos Purchase Changes Media
Jeff Bezos's August 2013 purchase of The Washington Post for $250 million produced thirteen years of consequential media ownership history — a sustained digital-transformation success through 2021, the Will Lewis publisher controversy in 2023-2024, the Sally Buzbee departure, and the category-defining October 2024 endorsement crisis that triggered 250,000+ subscriber cancellations.
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Social Analytics Evolution: From Tumblr Enterprise to Citation Share
Social analytics in 2026 is Citation Share, not engagement rate. The Tumblr-enterprise-analytics moment of 2013 was an early signal of where measurement was headed. A decade later, the discipline has matured past social platforms onto the AI engines.
PR News
News Feed Ranking Algorithm: From 2013 EdgeRank to the AI Engine Citation Layer
From the 2013 EdgeRank-successor update through "meaningful interactions" and the recommendation-driven feed era to AI engine citation share — the full News Feed ranking algorithm case file.