Blog: CX Strategy & Digital Consulting

The word “transparent” has quickly become a part of business vocabulary. Evidence suggests that the market gives a higher value to firms that are up front with investors, and customers...

Customers are gaining more control over the brands they do business with every day. To meet evolving consumer needs, brands are trying to remove as much friction as possible from customer...

As always, the 2015 Mobile World Congress was full of new gadgets and eye-popping technology innovations from leaders in the communications space. Though initially exciting, many of these...

The healthcare industry is undergoing a massive change as millions of consumers explore different options for insurance coverage, some for the first time. Approximately 44 million more people are...

During my recent panel discussion at the World Healthcare Congress, we had an interesting discussion about the implications of price transparency. Today’s healthcare pricing is totally...

Innovation is a key component to any organization’s growth; however, failure is intrinsic. According to Brian Solis, principal analyst at Altimeter Group, the root problem with many companies...

An engaged workforce is a fundamental business driver for an organization’s success. And forward-thinking business leaders are striving to gain and retain high levels of employee engagement...

A major component of the retail customer journey is returns. Customers invariably decide to return products that aren’t the right size, the right color, the right type, or the item simply...

Last September, this blog post outlined how deregulation in Mexico’s telecommunications market would fundamentally change the customer experience. These changes include how the entrance of...

Thanks to greater transparency and communications techniques, companies are continually finding new ways to engage with customers and develop stronger relationships.As customers become more...