Follow the Customer
In this issue:
Outlook
Keep Up and Make It Simple
As we close the books on 2017, I see a lot of predictions for next year’s customer experience trends. What’s been surprising in these reports is consensus... more »
Darwin the Red-Light Drone
Technology and automation are primed to gather even more momentum through the holiday season and into 2018, making customer centricity a priority in the New Year.... more »
Benchmark
The Evolution of Customer Journey Mapping
In an era when brands offer so many touchpoints to consumers, it’s increasingly important to have a deep understanding of the customer journey. It can seem... more »
Perspectives
4 Technology Imperatives for Customer Initiatives
Mobile life, amplified by technology, is the new normal. The Internet of Things (IoT), no-emission power, omni-channel experiences are coming fast! Against this... more »
Take A Fresh Look At-Home
When most customer care leaders think of at-home workers, they think of temporary, seasonal staff brought in for a quick fix, who are then discarded until next season.... more »
Automation Forges Clear Customer Journey Paths
Customer centricity is on the rise. Companies of all sorts are exploring ways to simplify the customer experience. And many companies turn to customer journey mapping... more »
C-Suite Strategies
Bringing Emotion to a B2B Brand
Avnet’s Chief Marketing Officer Kevin Sellers captured the attention of a packed crowd at the recent Leadscon conference as he harkened back to the 1947 jewelry... more »
Industry Insight
From Bots to Intelligent Virtual Assistants: Building a Digital Worker Factory
Customers expect brands to engage with them in their channel of choice, at the time of their choosing, and to resolve their issues or answer their questions... more »
In-Depth
At Your Service
Excellent customer service—that special recipe of anticipating consumers’ needs, delivering on promises, and providing a pleasurable experience along the... more »
Proof Points
Get the Most for Your Money
The competition for good talent is the fiercest it has ever been for contact centers. Workers have their pick of low-wage jobs, thanks to near-record unemployment... more »
RoundTable
CX Is a Team Sport
The question of who owns the customer experience is not always easy to answer. Traditionally, it’s been thought that the chief marketing officer (CMO) is the... more »
Strategy Speaks
Do You Like Scary Movies?
A recent Forrester analysis of customer journey-mapping tools, released earlier this year, analyzed 13 different vendors, examining each one in terms of: • Data... more »
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