Blog: CX Strategy & Digital Consulting
Recent Posts
Remember the promises we all heard regarding how technology was going to make our lives easier? How’s that working out for you? We haven’t moved to a four-day work week, nor have our...
It’s unquestionable that many consumers prefer self-service before interacting with a customer service specialist. But sometimes speaking with an associate is unavoidable or even more...
This isn’t your grandmother’s retail environment. It may not even be your mother’s. The retail playing field has changed as the lines between digital and physical stores...
Last week in New Haven, Connecticut, 15 people overdosed on heroin in just six hours. Unfortunately, these statistics are common all around the country. The opioid crisis is real, it’s scary,...
Friday started with a call from my daughter at 5 a.m. BST. Currently enjoying a well-earned holiday in New Zealand, she had heard the results first and was calling to ask, “Are you OK?”...
Traditional buyer-seller relationships are focused on operations and efficiency. How cheaply or efficiently can a vendor meet a service level? It is also about “winning.” How much can...
Communication, empowered associates, and more are essential to delivering comprehensive services.Closing the loop. Bridging the gap. Businesses love using terms like these to describe efforts to...
The healthcare industry is getting a long overdue digital makeover. Reacting to pressure from consumers’ heightened expectations of digital, omnichannel experiences, healthcare providers are...
How valuable is a good customer interaction? I recently called a company for help, and the person assisting me was very patient as I needed to turn on my computer, find my password and log into my...
In the past, client sales strategy was straightforward: Companies tailored their value propositions according to the needs of a target market. But it’s not so simple anymore. Buyers today...