Blog: CX Strategy & Digital Consulting
Recent Posts
Most people in the business community are familiar with the adage “You can’t manage what you don’t measure.” But, you also can’t make improvements to customer-facing...
Companies continuously collect consumer data from an array of channels to gather insight into the customer experience. From customer complaints to contact center interactions, this internal...
No sales organization is perfect, but to succeed, sales teams need the tools to help them close performance gaps and engage with customers.With inadequate knowledge of the organization’s...
Research shows that promoters – customers who are most likely to recommend your company – are 5.2 times more likely to make additional purchases from your company. In response,...
Last week, I attended the salesforce.com® user conference Dreamforce. The show has become bigger than just a user conference – it’s become a destination for sales, service, and...
Marketing and sales can no longer work effectively in silos. According to Aberdeen Research, companies who are “best-in-class” at aligning marketing and sales have a 20 percent average...
As millions of consumers flood the market, the lines between traditional insurance and consumer-driven insurance plans will begin to blur.Over time, the number of consumers purchasing healthcare...
Delivering the right message to the right customer, at the right time, through the right channel is not the future of marketing, it’s today’s reality. Mastering this reality enables...
We live in the age of customer experience where anticipating the needs of customers is a mainstream strategy for many enterprise companies. Forward-thinking organizations, however, know that in the...
Providing customers with satisfying – and enjoyable – support experiences has never been more important, both in terms of serving customers effectively while differentiating the...