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FTW: Messaging (done right) is a powerful engagement opportunity for healthcare

Messaging is tricky with texts triggered by the most inconsequential encounters of daily life like buying a cup of coffee or getting stamps at the Post Office. Yes, experiences matter in every...

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Not to belabor the point, but workforce matters for consumer-directed healthcare acquisition and retention strategy

The landscape has changed for consumer-directed healthcare and while there are many forces at play, it’s critical to understand shifts in the labor market. Customer acquisition and retention...

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3 trust and safety pitfalls that can spell ‘game over’ for your brand

Online gaming communities bring people together from all over the world and provide a space for players to connect, compete, and make new friends. These communities are important: they help them...

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Level-up your player experience by understanding gamers’ motivations

Did you know that improving your customer experience (CX) by just one point can lead to more than $1 billion in additional revenue? It can be an easy game to play, but you need to know how to play...

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Seen and heard at NRF: Retailers eye opportunities in 2023, even amid uncertainty

It was clear to anyone who walked into the Javits Center in New York City earlier this month for the National Retail Federation (NRF) Big Show: Trade shows are back. With tens of thousands in...

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Travel CX trends: Put the info travelers need at their fingertips (and fast!)

Whether they’re on the road for work or pleasure, travelers expect their experience to be easy, digital, and tailored to their individual preferences – from the time they book their...

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Don’t succumb to the ‘CX sacrifice’

Whether 2023 will usher in a mild recession or just an economic downturn, no one knows. What’s undeniable is whispers from that devil on your shoulder, “What about headcount?” are...

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All the customer experience trends you need to know for 2023

The stakes this year are high: Brands need to meet growing customer expectations by providing proactive customer service, omnichannel and personalized experiences, and the 24/7 access customers...

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Is a CX reckoning coming? 3 signs that point to ‘yes’

This article originally appeared on 1to1 Media:Many brands lost ground over the past year when it came to customer experience (CX) efforts and results. As economic and costs pressures grew,...

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Hot CX Trends for the public sector: Digital first + personalization

Ah, January. It’s the month our thoughts turn to income tax preparation but also a time of hope, a fresh start. There is good reason for optimism now because government agencies are...

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