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Customers today have myriad ways of reaching businesses from email and social media to video chat and the phone. As a result, customer and associate interactions are becoming increasingly complex...
It’s virtually impossible to discuss customer experience without mentioning “omnichannel.” Customers have become accustomed to using multiple digital touch points to interact with...
The recent airbag recall of more than 30 million vehicles by Takata has drivers concerned about whether their cars are safe, and confused about what to do next. It also has automakers concerned...
Companies everywhere hold up Amazon as the pinnacle of digital strategy. This is largely due to Amazon’s recognition of its customers’ evolving behaviors and its success in meeting...
The IT-marketing dynamic serves as a critical one in today’s marketplace. For marketers, a close connection with IT means having direct access to customer data—a top priority of all...
The Congressional Budget Office estimates that 26 million more people will be insured by 2017 under the Affordable Care Act. As millions of new consumers shop for health insurance, the pressure is...
Employees who are committed to creating value for their employers give these companies a clear advantage over competitors, however few employees are actually engaged in their jobs. Worldwide, only...
Your customers are using an assortment of digital channels, including the web, mobile, and social, to learn about products, services, and brands. But is your marketing team taking the steps...
Many personal and commercial banking professionals operate under the ‘spend money to make money’ mantra. Insurance agents are no different. Because these independent contractors invest...
The word “transparent” has quickly become a part of business vocabulary. Evidence suggests that the market gives a higher value to firms that are up front with investors, and customers...