Blog: CX Strategy & Digital Consulting
Recent Posts
In battling the COVID-19 pandemic, rapid responses to surging customer support volumes are crucial. Health plan members need information and empathy. We’ve identified four member support...
What insights can be found in the many photos, images, and other visual content that brands use to convey messages to customers? In a survey of more than 10,000 consumers and professionals across...
Customer centricity is an elusive goal. Most companies want to be more customer centric, but enacting the vision is a challenge. There are a number of things a business can do to become truly...
Increasingly, customers expect personalized experiences as a standard of service. But as consumers, we all know that the quality of personalized experiences is not equal. As customer expectations...
In the era of the customer, companies are adopting digital initiatives and making changes to established business models, processes, and systems to become customer-centric organizations. But when...
The quarter is about to close and your team is at risk of missing its sales targets—now what? As the adage goes, “Do what you’ve always done and you’ll get what you’ve...
Who were the customer experience leaders in 2010? How has the CX landscape changed since then? As businesses enter a new decade, it’s worth reflecting on how the customer experience—and...
On Nov. 12th Disney Plus entered the streaming world and effectively started the Streaming Wars. Amassing 10 million users on day one and possibly matching Netflix’s 60 million in the future,...
IoT (Internet of Things) devices, products that are connected to multiple channels (think Google Home or any smart home device), are redefining how consumers interact with technology, just look at...
This blog was excerpted from the upcoming Winter 2020 issue of the Customer Strategist Journal. Subscribe today to get the whole story, delivered in January. Messaging platforms like SMS, Facebook...