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Why the Internet of Things Could Tear a Hole in Journey Mapping

Customer journey mapping is widely embraced as the process for helping brands visualize and optimize the customer experience. However, the Internet of Things (IoT) could tear a massive hole in...

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Connecting With Customers at the Right Time in Their Digital Journeys

Customers use an assortment of digital touchpoints when researching products. These journeys aren’t linear—customers will often return to a website or another reference point to re...

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The Next Step in Mobile Banking: Frictionless Service

Thanks to the rise of virtual wallet technologies and person-to-person payment (P2P) systems, 2015 was a transformative time for banking institutions. As consumers’ pleas for improved mobile...

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Five Ways That the Next-Generation Cloud Will Lift the Customer Experience

Most executives recognize the importance of differentiating the customer experience. Unfortunately, far too many companies are stymied by organizational silos, inflexible technologies, and other...

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Keeping Your Customers Safe: CRM Best Practices for Product Recalls

Many of our clients have been diligently collecting customer data for years. It is organized and stored in well-built CRM systems with the ultimate purpose of making customer experiences better and...

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Answer Why Questions in the Contact Center to Improve Operations

There is an evolution happening within the contact center. Companies are moving away from simply handling volume efficiently and are beginning to answer the most important question: “Why are...

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The Coverage Gap: Four Factors Impacting ACA Health Plan Enrollments

The numbers are in: The Centers for Medicare and Medicaid Services (CMS) released a final tally of the number of consumers who enrolled for healthcare coverage during the 2016 open enrollment...

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Look at the Big Picture When Evaluating Cloud Contact Centers

I’m excited about the upcoming Enterprise Connect conference where I’ll be participating in a panel discussion that will explore the business case for moving an organization’s...

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Starting Your Big Data Journey Begins With a Lab

Big Data is everywhere. Although the jury may still be out on the ROI of Big Data initiatives, one thing is clear: Big Data has the potential to add a lot of value in almost all areas across the...

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Lessons Learned: Four Retail Trends for 2016

The holiday rush may be over, but retailers shouldn’t rest for too long. The next holiday season will be upon us before you can say “bargain hunter.” Therefore, now is a great...

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