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Keeping Your Customer Journey Symphony in Tune

You have a contact center with operators standing by, more representatives fielding customer emails, click-to-chat associates engaging online, and even a social media guru handling customer tweets...

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Honoring Veterans Through Hiring Initiatives and Internal Recognition

Each day, America’s servicemen and women risk their lives to defend our rights and protect our freedom. But once they return home, it’s our responsibility to welcome these noble...

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How to Build a Data-Driven Sales Strategy

Consumers, employees, and companies are more connected than ever, generating tremendous amounts of data that provide clues to their needs and preferences. For salespeople, understanding the impact...

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Every Business Needs These Five Social Media Tactics

The days when social media was a niche marketing tool are long gone. It is estimated that there will be about 2.1 billion social network users worldwide in 2016, up from 1.4 billion in 2012,...

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Connecting Consumers’ Physical and Digital Worlds to Create a Seamless Omnichannel Customer Experience

As we near the end of 2015, I look back and think of this year as an important intersection—one that saw increasing connectivity between our physical and digital worlds. This was made...

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DMA Conference Contrasts Personalization With Being Personal

"Of all the things I could talk to you about, what should I talk to you about?" The quote from eBay 's Zoher Karu summed up what most people were looking to learn at this year's...

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Six Lies About the Retail Banking Customer Experience—Debunked!

Loyalty depends upon how banks treat customers when they interact with the organization. Free checking and low interest rates no longer dictate competitive advantage. But, when it comes to...

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Prepare for an At-Home Future

Today's contact center model isn't what it used to be. Traditional operations are evolving to be more flexible with a remote workforce. Home-based associates will grow by 60 percent over...

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The Second Stop in Customer Journey Mapping: Passage to a Mobile Strategy

In my last post in this series, I wrote about why it’s so important for organizational leaders to understand the customer journey. For starters, it makes good business sense because customers...

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Marketing is the New IT

Historically, the Chief Marketing Officer (CMO) has been focused on brand management and lead generation, not technology. But in the digital world that we now live in, technology-enabled marketing...

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