In this issue:


Customer Centricity Comes Into Focus

I didn’t realize how bad my vision had gotten. The scroll on the bottom of the television news was getting more blurry, and I couldn’t quite make out street signs as easily as I used to when driving around. So when I finally got...

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Customer Innovation Where You Least Expect It

Customers crave consistency. It’s one of the reasons they remain loyal to brands that provide them with unwavering experiences, time after time.While this axiom continues to ring true, there’s also an intangible, almost mystical...

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Uncover the Financial Value of Customer Experience

It’s no secret that customer-focused companies are in vogue. Executives are embracing customer experience as a brand differentiator and media darlings like Apple and Amazon are hailed for their innovative approaches to customers. But are...

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Don’t Stop at Journey Maps

If you’re a customer experience leader, you are likely familiar with the concept of customer journey mapping. It’s a way for companies to understand how customers interact with the brand during purchase and service interactions. Many...

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What’s Next in the CX Evolution?

In recent years, customer experience (CX) has emerged as one of the leading competitive differentiators across industries. Companies understand that CX breeds loyalty and retention.Forrester Research’s report, Does Customer Experience...

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Case Studies

Pinning Hope on Personalization Through Mobile

Mobile is becoming a channel of choice for the retail industry. Global mobile retail revenues are expected to hit $626 billion by 2018, up from $204 billion in 2014, according to Goldman Sachs. It’s no wonder that retailers are scrambling to...

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Staples Advantage Bets on Personalization and Convenience to ‘Make More Happen’

In 2003, office supplies retailer Staples introduced the tagline “That was Easy” and a red “Easy” button to underscore the ease with which workers could get the products they needed to do their jobs. Times have changed....

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Strong Leaders Equal Strong Business

Attracting and retaining talented employees is critical to drive continued success, but companies can stumble without an effective strategy. And in a highly competitive economy, businesses can’t afford to operate without an efficient...

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Industry Insight

Putting CX to Work in Unique Ways

Customer strategy success stories have caught the attention of organizations in all industries, including the public sector. Companies like Apple and Amazon prove that customer focus benefits more than just consumers. The removal of friction from...

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Proof Points

What Really Drives Customer Satisfaction During the Insurance Claims Process?

Despite all of the funny commercials on television and price wars being waged by property and casualty (P&C) providers to attract new customers, the claims process is one of the most critical experiences a current policyholder has with an...

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Never Stop Learning: Employee Coaching Insights

Before creating a great customer experience, a company needs a strong internal culture. This is an often overlooked aspect of customer experience strategy, yet it is tremendously important. Leaders who invest in their employees’ development...

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One Week to Better Employee Coaching

Improve your coaching capabilities by following this simple exercise over the course of one work week:Make a conscious effort to avoid giving advice and sharing your point of view. Instead, move into “Ask mode.”Take time to think...

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C-Suite Strategies

When Customers Come First, Business Benefits Follow

The winners of the 2015 Gartner & 1to1 Media Customer Experience Excellence Awards demonstrate dedication and commitment to the customer. They have a vision. They establish goals and objectives. And, they ensure those goals meet customer...

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Strategy Speaks

Everyone's a Customer

In just the past few years, we as consumers have become accustomed to easily connecting online and being treated in highly individualized ways. The fact that you’re reading this article means that you’re likely someone who is connected...

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