Volume 5 | Issue 4 | 2013 Table of Contents

The Vision of the 2020 Customer Becomes Clear

In this issue:


Primed for an Exciting Customer Experience Future

Amazon.com founder Jeff Bezos recently announced plans to one day deliver items directly to customers' doorsteps using automated flying drones. I'm at all not... more »


Welcome to the Collaborative Economy

Meet the people formerly known as customer/consumers/target markets. They have new powers. They are backed by powerful companies. And they are starting to... more »

4 Essentials for Adapting to the 2020 Customer

We live in the age of customer experience, where anticipating the needs of customers is starting to become a mainstream strategy. Forward-thinking organizations,... more »

Meet the Dawn of Ambient Intelligence

When most people hear the word "ambient" they think of music and, perhaps even more specifically, of Brian Eno and his landmark album, Music for Airports.... more »

The Promising Digital Future of Lead Generation and Search

Preparing for the future is no easy task. But savvy business leaders understand that it's a necessity. Unless they are well prepared to handle the demands of their... more »

Case Studies

Dell's Future=Fewer Products, More Support

Technology firm Dell pioneered an emerging channel when it began nearly 30 years ago: direct-to-consumer computer sales. Before Dell entered the space, technology... more »

Innovation Labs Emphasize the Evolution of Engagement

Technology has become an undeniable force in the customer experience space. With every new gadget and solution comes the opportunity for increased customer engagement... more »

C-Suite Strategies

Brentwood Associates Leverages Loyalty for Smarter Investments

There are several reasons a company may be targeted for investment: It's got exciting new products and services with growth potential, or it may be in distress and... more »

First Direct: The Unexpected Bank

Loyal customers are what organizations strive for, but customers do not give their loyalty easily. Companies need to work hard to earn it by delivering on their... more »

Industry Insight

Measure the Value of Customer Experience Improvements in Five Steps

Each week it seems there are reports that more and more brands are focusing on "customer experience" as a way to differentiate themselves in a marketplace of... more »

Four Ways to Speak the CFO’s Language

While every company is different, improvements in customer experience will almost always drive financial value principally in four distinct, customer-focused ways:... more »

Secure the Building Blocks of Exceptional Customer Experience

If you want to differentiate your customer experience strategy, exceptionalism is the only option. A positive customer experience today is not enough. To stand out,... more »

Proof Points

A Realistic Vision of the Customer Future

We asked top experts in the field of customer experience and future strategy to share ideas of what the 2020 experience might look like, and more importantly, how... more »

Strategy Speaks

From One-to-One Marketing to Bot-to-Bot Marketing

Every time a consumer is well served at Amazon or Zappos, Ally Bank or USAA, Best Buy or Trader Joe's, she has higher expectations for the next, unrelated business... more »

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