Your Path to a World-Class Customer Experience

In this issue:


What’s Up with WhatsApp?

In February, Facebook acquired mobile messaging service WhatsApp for a whopping $19 billion. That puts its value ahead of some of the world's best-known brands, including American Airlines and the Gap. WhatsApp, which allows mobile users to...

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Think Global, Act Local

The world is becoming smaller every day. High-speed communications and the abundance of digital channels are connecting consumers and businesses around the world, regardless of their location. As companies in different corners of the world strive...

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The Changing Face of Big Data and Analytics

The enormous amount of data being generated is hard for the human mind to grasp. According to tech researcher IDC, the amount of consumer data captured reached 2.8 zettabytes (billion terabytes) in 2012, and will double again by 2015. Think that&...

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The Small World of Customer Experience

Back in the day, the world was quite orderly. The Germans owned engineering; the French were master marketers, the Swiss were the bankers, and so forth—the world was indeed an orderly place. I lived in Europe for 10 years and the...

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What's New from the Mobile World Congress

Recently, Barcelona played host to the annual Mobile World Congress, where telecom carriers, consumer electronics makers, digital players, and others came together to promote new ideas, gadgets, and ways of doing business in the telecommunications...

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Banking’s Most Important Currency: Customer Trust

Retail banking is undergoing a massive disruption. While banks have traditionally been the providers of retail services, they're now facing real competitive threats as new mobile technologies and emerging financial and non-financial...

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Case Studies

All Aboard: Mobile Loyalty Accelerates Ridership for Montreal Transit

Opportunities don't grow on trees. They need to be uncovered. Often, they are hiding in plain sight, and it takes thinking outside the box to identify them and make them a reality. La Société de Transport de Montreal (STM), the...

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Keeping Up a World-Class Experience During Transformation

When people pay for "luxury," what is it they're really getting? Top-tier service. Attention to detail. A personal touch. Overall, a one-of-a-kind experience. That's the goal of luxury vacation club Inspirato with American...

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C-Suite Strategies

Telstra Reaffirms Commitment to Customers, Gains Subscribers

Telstra is a company with a longstanding commitment to technology and product leadership. It is currently in the midst of one of the most important transitions in its history—to put the customer at the center of its business. In recent years...

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Powering the Automotive Customer Experience

Customer experience in the automotive industry has certainly evolved since J.D. "Dave" Power III founded J.D. Power and Associates with his wife at his kitchen table in 1968 and built it into a household brand. When Power and the company...

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Loyalty on a Global Scale

Loyalty programs have emerged as one of the key marketing and revenue-generating tools in the global retail banking industry. Increased strains on costs as well as fluctuating market conditions, however, have forced retail banks to consider and...

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Industry Insight

Know Me Now: The Nuts and Bolts Behind Real-time Marketing

T-Mobile made a splash this year in the U.S. with its campaign to pay customers' early termination fees if they switch to the hot pink operator. AT&T, meanwhile, is offering T-Mobile customers up to $450 to switch. And Sprint created a new...

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Proof Points

Five Opportunities for Improved Payer Experience

With the extended March 31 enrollment deadline fast approaching, the implementation phase is picking up speed, and the spotlight is shifting from the exchanges to individual insurers, which, as a result of the ACA, are seeing the largest influx of...

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Customer Lessons Learned from the Health Insurance Exchange Rollout

Topping the headlines in the U.S. recently has been the nationwide rollout of health insurance exchanges as part of the Patient Protection and Affordable Care Act, otherwise known as the ACA, or Obamacare. For the first time in the country's...

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Strategy Speaks

The Cross-Cultural Customer Experience

I do a lot of international travel for business, sometimes leaving the country 20 or 25 times in a single year, and I'm often asked my opinion about how customer experience varies from place to place. It's important to remember that...

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