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

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Strategy Guide

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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October 1, 2010 Customer Strategist

The Personal Touch Is Still Essential in the Modern Telecom Era

For Big River Telephone, building a business means building relationships—by mixing new technology with old-fashioned customer service.
Communications
June 1, 2010 Customer Strategist

Long-Term Financial Strength Comes From Enabling Customers’ Future

Financial services firm YapI Kredi Emeklilik uses segmentation and churn management to build customer value over time.
June 1, 2010 Customer Strategist

What If Customer Experience Has No ROI?

Bruce Temkin, of the Temkin Group, discusses the three essential issues to consider so customer experience improvements deliver a real return.
June 1, 2010 Customer Strategist

Linking Customer Experiences to Business Outcomes

Whenever customers have an experience with a brand, they create current-period, short-term value by buying the product, as well as long-term value, because the experience itself makes them more or less likely to do business with the brand in the future.
Communications
June 1, 2010 Blog

The Real Cost of Customer Experience

Offering an outstanding end-to-end customer experience—including everything from marketing to packaging to product design to support to cross-sales—takes work, and investment. But the investment is worthwhile.
June 1, 2010 Customer Strategist

Harnessing the Power of Customer Intelligence

SimplexGrinnell put an enterprise process in place to capture, analyze, and respond to customer feedback.
June 1, 2010 Customer Strategist

Technology Can Help Us Fix the World Economy

Three ways governments can use technology to manage markets and reduce risk.
Public Sector and Government
June 1, 2010 Customer Strategist

PhotoBox’s Customer Obsession Drives Double-Digit Growth

The online photo company applies deep analytics and customer insight to make customer experience improvements that propel market share and customer growth.
Retail Banking

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