Blog: CX Strategy & Digital Consulting
Recent Posts
There is no time like the summer to kick back and read a good book on customer experience. My personal favorite this year was Bruce Craven’s Win or Die, an incredibly insightful and fun take...
Whether it be politics, athletics, or business, what happens in the backlines is just as important as the front. An organization’s back office services work, which includes non-customer...
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....
Marketers, if your B2B website was on a “first date,” would it get a second one? For many websites, the answer is probably “no,” according to recent research by Forrester....
When it comes to delivering excellent customer experiences, employees are the life blood of your organization. Yes, recent innovations in AI and robotics (‘bots’) have sought to...
Retail is changing and leaders need to adapt. In the wake of e-commerce rapidly becoming the preferred way to shop, representing 13.7 percent of total retail sales globally, retailers know they...
The name of the game for The BRITE ’19 at Columbia University was building an impactful brand through purpose, technology, and cooperation. Attendees learned that creating genuine...
When it comes to data, more isn’t always better. Does more data lead to better decision making? Not necessarily, according to a recent CMO Council report, Bringing a Human Voice to Customer...
When leaders describe their vision for disrupting an industry, it often hinges on what that looks like for customers. It's about surprising and delighting them while making the experience...
Chocolate-covered strawberries, bouquets of red roses, and heart-adorned greeting cards are vying for our attention every time we switch on the television, flick through a magazine, or walk past a...