Blog: CX Strategy & Digital Consulting
Recent Posts
The New York Times recently published a story outlining the potential benefits and dangers in predictive health analytics. The article, “When a Health Plan Knows How You Shop”...
It’s proven that contact center outsourcing can provide immediate and long-lasting productivity and business benefits. But before entering into an agreement, it’s important for...
Our always on, digital world is transforming consumer expectations and the way they interact with businesses. This new reality means that delivering value to consumers has become more necessary,...
Try thinking about social media’s impact to business like this: Imagine that you’re waiting in line at a service counter (yes, an actual counter, with an actual line of people). ...
Brands that want to improve their online marketing performance must move away from old school SEO and adopt next-generation optimization strategies and techniques. We offer 10 key areas where...
For years, marketers have romanticized the notion of an omnichannel experience. Yet, while many talk about breaking down the departmental silos that stall progress, few have successfully...
In this age of globalization where companies are expanding to new markets across the world, business leaders must also consider the convergence toward a global contact center model.Businesses that...
It was nearly impossible to miss spirited discussions about “wearables” at the recent AHIP healthcare conference in Seattle. You may know them as their brand names, such as FitBit or...
It was so much easier when there was just one “customer entrance,” but today’s businesses have to manage a lot more doors – and they don’t all open the same way. ...
The traditional sales funnel is broken, costing millions of dollars in lost revenue and customer relationships. Organizations of all shapes and sizes are missing opportunities and experiencing a...