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Blog: Digital Transformation

Recent Posts

Navigating the Future Retail Customer Journey

On the path to success, it’s often hard for companies to find their footing. Retailers must travel an especially rough road as they race to keep pace with technological innovation. Because...

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Three Ways to Put the “Custom” in the Customer Journey

No one wants to feel like a number. We are distinct individuals, special and one-of-a-kind, with unique needs and wants. Whether you call it “Cult of Individualism,” “Special...

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Through the 2015 Rearview Mirror: Automotive Trends That Impact the Customer Experience

From auto recalls to autonomous vehicle tests, 2015 was marked by events that underlie the significant changes taking place in the automotive industry. Technology advances and a demand for greater...

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Three Tech Trends That Will Impact Customer Experience in 2016

By now, most business leaders are aware that customer experience matters, and that success will be defined by the ability to exceed customer expectations. In fact, Gartner reports that 89 percent...

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The Advent of the Technology-Enabled Marketer

Marketing is undergoing a radical transformation. Today’s cross-channel customer is creating new challenges – and opportunities – for marketers to engage with consumers who are...

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Keeping Your Customer Journey Symphony in Tune

You have a contact center with operators standing by, more representatives fielding customer emails, click-to-chat associates engaging online, and even a social media guru handling customer tweets...

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Every Business Needs These Five Social Media Tactics

The days when social media was a niche marketing tool are long gone. It is estimated that there will be about 2.1 billion social network users worldwide in 2016, up from 1.4 billion in 2012,...

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Connecting Consumers’ Physical and Digital Worlds to Create a Seamless Omnichannel Customer Experience

As we near the end of 2015, I look back and think of this year as an important intersection—one that saw increasing connectivity between our physical and digital worlds. This was made...

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The Second Stop in Customer Journey Mapping: Passage to a Mobile Strategy

In my last post in this series, I wrote about why it’s so important for organizational leaders to understand the customer journey. For starters, it makes good business sense because customers...

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The Second Stop in Customer Journey Mapping: Passage to a Mobile Strategy

In my last post in this series, I wrote about why it’s so important for organizational leaders to understand the customer journey. For starters, it makes good business sense because customers...

Continue Reading...

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