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Why Alexa Will Hit a Wall without Channel Orchestration

“Alexa, refill my prescription.” “Alexa, what was my last blood sugar reading?” “Alexa, find me the nearest urgent care center.” Amazon’s Alexa –...

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Put the Customer Back in Customer Loyalty

“Your customers don’t need to be loyal—you need them to be loyal,” said Emily Collins, principal analyst at Forrester, at a recent Consumer Marketing forum: Beyond the...

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Up Next on McDonald’s Menu: Personalization Innovation

The question, do you want fries with that, may soon be replaced with a more personalized question. McDonald’s recently acquired Dynamic Yield, an Israeli tech personalization company, for ...

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Master CX and VOC Insights, Win the Experience Economy

We live in an experience economy where information gathering, sharing, and product consumption is possible 24/7. In today’s fast-paced world, social interactions in particular happen quickly:...

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Europe’s Rocky Path to Digital Transformation: What to Expect Next

For years, Europe has lagged global leaders in embracing digital transformations. In an age when interactions, transactions, and the overall economy are increasingly happening in the digital realm,...

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Differentiate Your CX with Emotional Connections

We’re experiencing an explosion of choices. The digitalization of industries allows consumers to source nearly anything they want from anywhere in the world. And this has led to the...

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Innovation in Retail: Brands get Experiential

The so-called “retail apocalypse” wasn’t the doomsday that many foretold, but the aftershock is still being felt. In 2019, year-to-date, 5,399 U.S. retail stores have closed while...

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If Your CX Strategy doesn’t include Employee Performance, You’re Doing it Wrong

Investing in the customer experience while neglecting one’s employees is like building a house with a grand exterior that lacks inside plumbing, heating, and electricity. Sure, the house...

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Customer Experiences that Fall Flat—And How to Fix It

Savvy brands understand that excellent customer experiences are a vital part of business. Yet consumers across the globe indicate that many brands still have work to do when it comes to meeting...

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The Mystery of the Missing Omnichannel Experience

Half a decade ago businesses across industries promised a golden age of omnichannel experiences that offered connected shopping experiences and easy-to-reach customer service on the go or at home....

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