×

Blog: Consulting

Recent Posts

Ecommerce vs. brick-and-mortar: Unlocking retail success in 2022

Retail is never set in stone. Success in the industry, be it ecommerce or brick-and-mortar, relies understanding customers’ core values and connecting with the right technology. Explore how...

Continue Reading...
3 customer experience predictions that will reshape banking

The banking industry is at a turning point where delivering personalized services at speed is essential to meet customer demands. And that just covers current expectations. Here are three...

Continue Reading...
From clunkers to chic: Defining value through the customer lens

This is part of a series on defining value in a post-Covid world. Check out the original post by my colleague, Paul Ignasinski. A few months ago, after my son wrecked our family car, I set out to...

Continue Reading...
Customer retention vs. customer churn: should I stay or should I go?

Business owners, it’s never too late to win a customer back. Embracing a proactive approach with data, journey analytics, and the human touch can help combat churn and retain life-long...

Continue Reading...
Customer Journey Strategy: Five Ways to use Customer Journey Maps as a Strategic CX Tool

Customer centricity is an elusive goal. Most companies want to be more customer centric, but enacting the vision is a challenge. There are a number of things a business can do to become truly...

Continue Reading...
Find the ROI in CX

In the era of the customer, companies are adopting digital initiatives and making changes to established business models, processes, and systems to become customer-centric organizations. But when...

Continue Reading...
3 Ways to Get Your Sales Targets on Track

The quarter is about to close and your team is at risk of missing its sales targets—now what? As the adage goes, “Do what you’ve always done and you’ll get what you’ve...

Continue Reading...
Cut the Fluff: 3 Practical Tips for Omnichannel Success

Consumers today live in an omnichannel world. They expect to be able to engage with businesses through the channel of their choice at any time and receive a consistent experience across channels....

Continue Reading...
The 3 Customer Journey Layers that create the most impactful CX Maps

Customer journey maps come in a variety of flavors, depending on the business problems you are solving for. Some high-level examples simply seek to define customer lifecycle and outline...

Continue Reading...
CX Bright Spots on Display at CX NYC

The recent Forrester 2018 CX NYC highlighted brands that understand what it takes to deliver to exceptional experiences to consumers. Amid digital transformation and the so-called retail apocalypse...

Continue Reading...

Pages