Data Insights Are Human Insights

In this issue:


Too Much of a Good Thing

Customer data can be a maze of overwhelming information. The cartoons in this issue tackle some of the frustration created as a result. Bots can be left unsupervised,... more »

Try a Little Harder

My co-worker Tom recently received an email from a rental car company he used during a business trip. The email began, “Dear Mr. or Miss.” What followed in... more »


An End of Data Innocence?

Digital information is power. This fact is becoming more and more evident to consumers as they face a rising tide of data breaches and revelations that companies... more »

Video: Being Customer-Centric in a Post-Privacy World

The E.U.’s General Data Protection Regulation went live in May, and companies are scrambling to keep up with new compliance regulations, while consumers are... more »


How to Be a Customer Support Hero in an IoT World

If you believe the hype about the Internet of Things (IoT), we are entering a world that’s seamlessly connected. From smart homes and wearables to connected cars... more »

Future Marketers Dive Into Data

Digital transformation is a top priority among leading companies. And with transformation comes new skills and expertise needed throughout the organization. For... more »

Data Strategy Needs a Do-over

Trust is one of the most valuable assets we can give each other. And sometimes we don’t realize its value until it’s gone. In the post Facebook scandal... more »

Video: Data Strategy Needs a Do-over

In order to build a better future with data, here are three strategies for businesses to consider approaching a balance between personalization and customers, data... more »

C-Suite Strategies

When CMOs Seize the CX Reins

What’s in a customer experience? For chief marketing officers, the answer can spell success or failure. In today’s hyper competitive business environment,... more »

Case Studies

CarMax Innovates with Omnichannel Strategy

CarMax, the largest used car retailer in the U.S., is working to re-invent the used car market to be an omnichannel environment that’s innovative, easy to use,... more »

MediaMarkt Sets Its Sights on CX Transformation

MediaMarkt, Europe’s largest consumer electronics retailer, has a saying in its Turkish stores: Bakmadan Almam—I don’t buy without looking. The... more »

Video: MediaMarkt Sets Its Sights on CX Transformation

Most products have been commoditized and competing on price is a slippery slope. And as in other parts of the world, e-commerce has a growing presence in Turkey while... more »

Industry Insight

VOC Finds Its Voice

Voice of the customer (VOC) programs are a staple of customer strategy programs, put in place to provide companies with the customer perspective of their experiences.... more »

A New Look at Customer Analytics in Health Insurance

Over the last decade there has been tremendous growth in the use of data analytics to make vital decisions about how customers use products and services. The trend is... more »

Three Ways to Break Through Barriers to Omnichannel Success

Omnichannel is one of those words everyone uses, but few use correctly. It’s not another word for multichannel. It’s a different state of existence.In our... more »


Six Bot CX Pitfalls and How to Fix Them

Automation is becoming less of a novelty and more of everyday business for many brands. According to a McKinsey Global Report, 45 percent of all work duties can be... more »

Let your Data Tell a Story

From the earliest cave paintings to medieval tapestries, human history has been told just as much through pictures as with words. This is just as true in business,... more »

Location Data Is Having a Moment

Location data is at a turning point. It’s developed in value, complexity, and uses. At the same time, consumers are becoming more selective of the data that they... more »

Video: Let Your Data Tell a Story

With the rise of Big Data, industries want to uncover meaningful value from all the information they gather. Enter data visualization, the charts and graphs that tell... more »

Video: 6 Bot CX Pitfalls and How to Fix Them

​ As people rush to use the technology, they often overlook important human and process elements resulting in poor execution and a frustrating customer experience.... more »

Strategy Speaks

Personalization ≠ Customization

​ Modern websites and digital experience platforms personalize a customer’s digital experience, not just across different interactive media such as web, email,... more »

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