Digital Transformation through the Lens of Customer Experience
Recently, I was in need of some new end tables for my living room. I browsed multiple furniture retailers’ websites until I found the right
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Recently, I was in need of some new end tables for my living room. I browsed multiple furniture retailers’ websites until I found the right
There has never been a better time to be a data-driven marketer. With larger sets of data and a more diverse stream of information available,
The contact center landscape is expanding to address the various channel options and evolving customer expectations. Customers reach organizations through a variety of pathways including
Businesses and their employees have gone through major, complex shifts in the past 20 years. Generations are entering and leaving an evolving workforce with new
The shift towards digital creates both opportunity and complexity within the marketplace. Growth and adaption to new channels will take a strategic, long-term investment by
In a marketplace characterized by emerging technologies and numerous touch points, it’s easy for organizations to lose sight of the importance of effective omni-channel contact
I am an entrepreneur. By nature, entrepreneurs are resourceful and relationship driven. We know that new ideas, resources, and opportunities seem to expand and contract
Clients frequently ask us how to improve the customer experience they provide. This is a big question that should not be answered until the root
Great customer experience is essential for strong overall business results. One way to improve the customer experience is to utilize big data analytics to fine
My last blog post was about keeping technology simple, which focused on the importance of leveraging technology solutions that improve the customer experience and enable the
Henry Ford influenced American business in many innovative ways, including his signature assembly line manufacturing. But one contribution that we often forget is the concept
Large, complex organizations rely heavily on intricate forecasting methods when establishing their operating plans. Utilization of unit/standard costs linked to projected revenue growth is key
