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Blog: CX Strategy & Digital Consulting

Recent Posts

The Impact of Employment Reform on the Customer Experience

When I started in the customer care industry many years ago, the quality of the person hired and how they were trained was paramount. Today, that is truer than ever. When a customer reaches out and...

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Customers Want a Little Less Disruption

Remember the promises we all heard regarding how technology was going to make our lives easier? How’s that working out for you? We haven’t moved to a four-day work week, nor have our...

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4 Technologies Facilitating the Service Customers Crave

It’s unquestionable that many consumers prefer self-service before interacting with a customer service specialist. But sometimes speaking with an associate is unavoidable or even more...

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Eight Omnichannel Strategies to Bring Seamless Retail Experience to Life

This isn’t your grandmother’s retail environment. It may not even be your mother’s. The retail playing field has changed as the lines between digital and physical stores...

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The Human Side of Healthcare Shines Through

Last week in New Haven, Connecticut, 15 people overdosed on heroin in just six hours. Unfortunately, these statistics are common all around the country. The opioid crisis is real, it’s scary,...

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Keep Calm in the Post-Brexit Business Climate

Friday started with a call from my daughter at 5 a.m. BST. Currently enjoying a well-earned holiday in New Zealand, she had heard the results first and was calling to ask, “Are you OK?”...

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Customer Outcomes Shift B2B Pricing Strategies

Traditional buyer-seller relationships are focused on operations and efficiency. How cheaply or efficiently can a vendor meet a service level? It is also about “winning.” How much can...

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The Ins and Outs of Creating Closed Loops

Communication, empowered associates, and more are essential to delivering comprehensive services.Closing the loop. Bridging the gap. Businesses love using terms like these to describe efforts to...

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How to Put Omnichannel Strategy Into Action for Healthcare

The healthcare industry is getting a long overdue digital makeover. Reacting to pressure from consumers’ heightened expectations of digital, omnichannel experiences, healthcare providers are...

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Determining the Value of a Customer Interaction

How valuable is a good customer interaction? I recently called a company for help, and the person assisting me was very patient as I needed to turn on my computer, find my password and log into my...

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