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Modern Day Hansels and Gretels and the Quest for Superior Customer Experiences

Companies have poured millions of dollars into developing mobile apps to create memorable customer experiences that engage and retain customers. Is it working? The answer is, it depends.Today,...

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3 Steps to Harness the Power of Advanced Contact Center Analytics

Today, the proliferation of data from more and more sources is setting the stage for new, advanced decision making and therefore thrusting analytics to the fore. Organizations are increasingly...

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Know Your Digital Customers

Digital channels top the list of preferred channels for both acquisition and retention, and continue to grow. Data-driven digital initiatives such as mobile marketing, social media ads, and search...

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Three Data Innovations Changing the Pace of Business

Business intelligence (BI) remains one of the fastest-paced areas in business. Moreover, not only is BI technology changing rapidly, but the techniques that are used to extract value from data are...

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Four Steps to Insight-Driven Sales and Marketing in Lean Times

A recent blog post (Waking the Sleeping Tiger With a Strategic Approach to Sales) posited that businesses can stretch their sales and marketing investments and achieve better results by, first and...

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The Financial Impact of Improving Customer Experience

Each week it seems you hear reports that more and more brands are focusing on “customer experience” as a way to differentiate themselves in a marketplace of increasingly commoditized...

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Measure the Value of Customer Experience Improvements

Companies have yet to see convincing evidence that ties investments in customer experience to gains in company value. It simply isn't good enough to say that improvements in customer experience...

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