Articles
As we look ahead to 2021 and beyond. these six words can provide a guideline for those of us in customer experience leadership positions.
Continue reading...
No matter how clever we think we are in extrapolating future trends, reality has a habit of getting in the way.
Continue reading...
Building digital trust isn't about collecting information to feed into your data lake. It’s about ensuring you meet your brand promise.
Continue reading...
The machine/human divide is a sliding scale across the customer experience continuum.
Continue reading...
Capturing the voice of your customer isn’t just about metrics, it’s about the stories behind the metrics.
Continue reading...
Developing a holistic view of the customer experience creates an ongoing cyclical relationship of trust, repeat business and peer marketing.
Continue reading...
When considering digital transformation strategies we must think beyond transforming one existing functional technology for another that is equally siloed.
Continue reading...
Being digital doesn’t mean being automatically ready for people to be productive.
Continue reading...
The adage "it’s easier to sell to an existing customer than find a new one" has been around for years, yet it seems many companies keep forgetting it.
Continue reading...
Rather than just measure our customers, we really need to get to know them. It’s a straightforward but old-fashioned idea: build relationships.
Continue reading...
Just because we know a lot about customers doesn’t mean we have to show that we do, or use every data point in every exchange.
Continue reading...
Should you be creating an effective strategy for your digital customers, or an effective digital strategy for all your customers?
Continue reading...
We still have too many so-called customer experience initiatives that are driven by IT systems that in fact make things that should be easy, more complex.
Continue reading...
Machine learning isn't a predictive tool. It is however a great way to analyze a lot of data and an efficient way to learn about repetitive behavior.
Continue reading...
Displaying 1-14 of 46