Blog: Consulting

While it’s impossible to predict exactly what the new year will bring, some clear trends are emerging as we think about what customer and employee experience will look like in 2023. As we...

The restaurant industry is undoubtedly facing a lot of challenges. The world may be largely “over” the pandemic, but the economic headwinds it created still loom large –...

For centuries, explorers have used the North Star for navigation into unknown lands and open seas, due to its unwavering position in our sky. Leveraging this fixed and unchanging light in the night...

Few people think much about tolls, except when they drive through them on the highway. From the operational side, however, there’s a lot that goes into creating an integrated experience to keep...

Text messaging is quickly becoming customers’ preferred way of connecting with brands because it’s fast, easy, and convenient. But new research shows customers don’t just want to receive messages...

When’s the last time you bought a product or service from a brand and then never interacted with that brand again? It probably hasn’t happened often, if at all. Consumers, for various...

Happy customers are the cornerstone of a successful brand, but what does it really take to get them? With so many factors affecting customer interactions it can be hard to know where to focus your...

This year’s Forrester CX conference served as a backdrop for a deeper look at Forrester’s CX Index for 2022, which revealed that CX quality dropped for nearly 20% of brands, the highest...

Summer may be just around the corner, but retailers are already preparing for the biggest shopping period of the year – the winter holiday season. While supply chain issues, labor shortages,...

As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a high...