Articles
The machine/human divide is a sliding scale across the customer experience continuum.
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Capturing the voice of your customer isn’t just about metrics, it’s about the stories behind the metrics.
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Developing a holistic view of the customer experience creates an ongoing cyclical relationship of trust, repeat business and peer marketing.
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When considering digital transformation strategies we must think beyond transforming one existing functional technology for another that is equally siloed.
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Being digital doesn’t mean being automatically ready for people to be productive.
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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.
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Rather than just measure our customers, we really need to get to know them. It’s a straightforward but old-fashioned idea: build relationships.
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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.
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Should you be creating an effective strategy for your digital customers, or an effective digital strategy for all your customers?
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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.
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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.
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Thinking about the customer experience has to be woven into everything a company and its employees do, irrespective of their job-title or function.
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How do we develop tech expectations that both support the agile entrepreneurial spirit, while still providing the foundations for customer experiences?
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Data on its own doesn’t always tell the story. It needs context and understanding.
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