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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...

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...

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

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...

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...

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...

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...

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...

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...

We live in an age where ‘trust’ can be strengthened or eliminated very quickly.  As an example, Chipotle restaurants enjoyed a very loyal employee and customer base. Then...