Blog: CX Strategy & Digital Consulting
Recent Posts
The workforce is changing, and the end-user experience must change with it. Consumer trends are shaping how companies interact with their customers, and by extension, how companies interact with...
Open enrollment season is here and with it comes a fresh opportunity to drive greater customer satisfaction and lifetime loyalty with a savvy onboarding strategy. One of the best ways to drive...
Imagine a future where consumers no longer compare and select products, because companies already know exactly what each person wants and automatically deliver the right product. This may...
When Uber and Lyft debuted on the scene, taxi companies didn’t worry because they had laws on their side about who can provide car services. Until they didn’t. And when PayPal,...
Thomas Edison is believed to have said that he didn’t fail, he just found 10,000 ways that didn’t work. Such is the nature of business. Plenty of technologies and business models rise...
Millennials, people born between 1980 and 2000, have become the largest generation, now numbering 83.1 million and representing more than one-quarter of the nation’s population,...
Product-centric cultures are out and customer-centric cultures are in. That is the mantra being echoed across organizations today. However, acknowledging the need for change and actually...
Direct mail has been around for a long time; in fact the first campaign was launched in 1835 by abolitionists targeting religious and civic leaders in the south according to the Smithsonian. The...
The customer is always right—with some exceptions. A prime example is healthcare. Patients turn to healthcare providers to deliver knowledgeable and competent care. As patients, we trust...
When I started in the customer care industry many years ago, the quality of the person hired and how they were trained was paramount. Today, that is truer than ever. When a customer reaches out and...