Blog: CX Strategy & Digital Consulting
Recent Posts
It’s unquestionable that traditional stores are giving way to new retail landscapes. In-store foot traffic is declining and many consumers are bypassing brick-and-mortar stores to shop online...
Customer experience journey mapping is widely embraced as the process for helping brands visualize and optimize the customer experience. However, the Internet of Things (IoT) could tear a massive...
Customers use an assortment of digital touchpoints when researching products. These journeys aren’t linear—customers will often return to a website or another reference point to re...
Most executives recognize the importance of differentiating the customer experience. Unfortunately, far too many companies are stymied by organizational silos, inflexible technologies, and other...
Many of our clients have been diligently collecting customer data for years. It is organized and stored in well-built CRM systems with the ultimate purpose of making customer experiences better and...
The numbers are in: The Centers for Medicare and Medicaid Services (CMS) released a final tally of the number of consumers who enrolled for healthcare coverage during the 2016 open enrollment...
We live in an age where ‘trust’ can be strengthened or eliminated very quickly. As an example, Chipotle restaurants enjoyed a very loyal employee and customer base. Then...
Retail banks are like pennies—they’re plentiful, yet nearly obsolete. Rooted in person-to-person tradition, these branch locations serve as beacons of yesteryear. But, as digital...
Mergers and acquisitions have become commonplace throughout the telecommunications space. In 2015, brands like Lightower and Fibertech, Crown Castle and Sunesys, and Frontier and Verizon had M&...
Imagine a future where you can summon a driverless car through an app to whisk you to your destination. There’s no need to worry about maintaining a car or even parking it because that&rsquo...