IN THIS ISSUE | FALL 2019

Ready to Wow?

When it comes to building strong customer relationships, it's all about being there in the moments that matter to customers.

In this issue:

Outlook

Power the Engine Behind Customer Wow

The Virgin Atlantic flight attendant who found my wallet at Heathrow airport and flew it back to New York for me. The SiriusXM contact center associate who paused my... more »

Benchmark

Plan for the Moments That Matter to Consumers

With so many options at their disposal, consumers are more likely to choose to work with companies that anticipate and respond to their needs during pivotal points in... more »

Perspectives

Tear Up Your Old Journey Maps

Journey maps are essential tools in the CX leader’s arsenal that diagnose customer pain points and inspire improvements to marketing, sales, and service... more »

Capture the Moment: A Data-Driven Strategy

­ As consumers, we live in a golden age. It has never been easier to find, purchase, watch, or listen to what we want, when we want it. These are the “I want... more »

Make Every Voice Heard With Speech Analytics

There’s an old saying that says sometimes you have to look back to move forward. In the contact center space, interaction analytics, also known as speech... more »

C-Suite Strategies

What Retailers Need to Know as Gen Z Goes to College

It’s back-to-school season and a new generation of students, Generation Z (those born between 1995 and 2015), is starting to make its way through the education... more »

Case Studies

Driving Change in the Auto Industry at Volkswagen Australia

The automobile—a status symbol and one of the most common forms of transportation for nearly a century—is facing headwinds around the world as new... more »

Aldo Crowns User-Generated Content King

Ask any millennial what an influencer is and you will hear about vibrant social media stars who flaunt the latest trends in food, fashion, and health. These players... more »

Industry Insight

The Evolving World of Voice: From IVR to Voice Assistant

Many customer experience professionals ponder whether the contact center voice channel is dying. The fact is it’s far from becoming obsolete–it’s... more »

Engaging the Modern Donor

Many charitable non-profit organizations deliver invaluable services by providing aid to those who are otherwise overlooked. But even philanthropic organizations are... more »

In-Depth

Three Ways for Startups to Find the Moments that Matter

Pinpointing moments that matter—those crucial times within the customer journey when consumers want or need to hear from brands—is an important undertaking... more »

Show Me That You Know Me

It’s no secret that consumers want and expect personalized experiences from brands. In an increasingly data- and technology-driven marketplace, companies can... more »

Proof Points

CX Snapshot: Financial Service Payments

Customer journeys in financial services, like so many other fields, are being increasingly digitized. Unlike many other industries, however, this sector must adhere to... more »

Strategy Speaks

Unlock the Customer Journey with a Story

Sherlock Holmes is fond of telling his colleague (“Elementary, my dear Watson”) that he relies on deductive reasoning to solve his many cases. First he... more »

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