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How much empathy do you really need? And what role should AI play?

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5 tips to ensure your contact center clicks

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3 ways to outsmart an unpredictable economy with superior CX

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April 1, 2012 Customer Strategist

Creating a Healthy Level of Trust

It’s not easy to compete as a health insurer—and it’s about to become more difficult. Placing a focus on consumer trust and on what enhances or diminishes that trust can provide a competitive edge.
Healthcare Payers
April 1, 2012 Customer Strategist

Trustability Is the Best Policy

If the roles were reversed, would a company be so honest?
April 1, 2012 Customer Strategist

Creating Customer Experiences That Create Trust

In a maturing market, mobile service providers are challenged to achieve organic growth. Looking at the problem through the lens of customers’ trust provides new insights and presents a new strategic solution.
Communications
December 1, 2011 Customer Strategist

Charter’s Social Commitment to Customers

Charter Communications uses social media to move from a culture of compliance to one with a commitment to customers.
Communications
December 1, 2011 Customer Strategist

Developing a Strong e-Social Ethos

Organizations can’t buy word-of-mouth recommendations or social influence, they have to earn it.
December 1, 2011 Customer Strategist

Dell's Commanding Social Presence

The high-tech behemoth launched a social media listening command center to listen closely to customers’ comments and concerns, and take quick action on any issues before they escalate.
High Tech
December 1, 2011 Customer Strategist

How Does Your Social Strategy Stack Up?

Most business leaders recognize social as a critical channel for strengthening customer relationships. But most struggle with defining their organization’s social strategies.
December 1, 2011 Customer Strategist Perspectives

Social CRM Defined

Using social CRM as a business practice to transform the customer experience requires understanding its role in customer-focused business strategy.

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