It's Time to Get Real About Real Time
In this issue:
Outlook
What Could Go Wrong?
One of the biggest executive challenges we hear is their struggle to deliver products, services, and support in real time. Customers are impatient, they say, and... more »
Searching for Answers
Companies are so desperate to provide real-time solutions for their customers that they may make some questionable decisions. With a customer focus, however, real-time... more »
Perspectives
Five Myths About Artificial Intelligence
Artificial Intelligence (AI) is all the rage—from self-driving cars and Siri personal assistants, to chatbots and email scheduling associates that will take... more »
Are Augmented Reality Sales Tools Ready for Prime Time?
Augmented reality (AR)— technology that superimposes a computer-generated image over a user’s view of the real world—could potentially transform... more »
Throw Away Your Marketing Campaigns
The opportunity to influence customers when they interact with your organization means you must be intelligently ready with information that’s relevant, timely,... more »
All I Need to Know I Learned in Real Time
What do you do when you want to learn how to change your car wiper blades or say “hello” in sign language? We’d bet that you do a search on YouTube,... more »
Benchmark
Redefining Real-Time Customer Experience
Instant gratification is here to stay—at least in the customer experience world. Thanks to technological advances, most consumers now expect brands to be... more »
C-Suite Strategies
Many Customer Channels, One Executive
All the prestige in the world amounts to nothing if your clients are not happy with your product. In the words of Kate Zabriskie, “The customer’s... more »
High-tech Humanity Provides a Roadmap to Wellness
The thought of an extended stay in an acute care hospital, rehabilitation hospital, or nursing home is a scary proposition. No matter how good the care and service are... more »
Case Studies
Discover Takes on In-App Messaging
Most consumers prefer to use their phones to communicate with friends, family, and businesses—but it’s not to make a phone call. More than half (66... more »
Royal Caribbean Dives Into Social Media Support
For many travelers, cruises are a memorable experience to be shared with family and friends. From vacations to celebrations, cruise lines invest a lot of time, money,... more »
Industry Insight
Healthcare Dips Its Toe into Real-time Data
In an age where Apple is reportedly working on an Apple Watch feature that checks blood sugar levels through the skin without needles and doctors offer personal... more »
In-Depth
The Price Is Right, or Is It?
Dynamic pricing—the practice of setting flexible prices for productS or services—has never been more competitive or complex. Whereas businesses in the past... more »
Proof Points
Hit the AHT Sweet Spot
Astronomers call it the “Goldilocks zone”—a mix of a planet’s ideal size, atmospheric conditions, and distance from a star that make it... more »
4 CX Metrics That Reveal a More Complete Customer Picture
According to Forrester’s CX index, 73 percent of companies say improving customer experience (CX) is a priority, but only 1 percent actually deliver an excellent... more »
Strategy Speaks
Past Time, Real Time, and Soon Time
Don’t worry, it’s not just your age. Life really does move faster these days. This is something people have actually said for centuries. Life has... more »
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