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Blog: Digital Transformation

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Why the Internet of Things Could Tear a Hole in Journey Mapping

Customer experience journey mapping is widely embraced as the process for helping brands visualize and optimize the customer experience. However, the Internet of Things (IoT) could tear a massive...

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Connecting With Customers at the Right Time in Their Digital Journeys

Customers use an assortment of digital touchpoints when researching products. These journeys aren’t linear—customers will often return to a website or another reference point to re...

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Five Ways That the Next-Generation Cloud Will Lift the Customer Experience

Most executives recognize the importance of differentiating the customer experience. Unfortunately, far too many companies are stymied by organizational silos, inflexible technologies, and other...

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Keeping Your Customers Safe: CRM Best Practices for Product Recalls

Many of our clients have been diligently collecting customer data for years. It is organized and stored in well-built CRM systems with the ultimate purpose of making customer experiences better and...

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Look at the Big Picture When Evaluating Cloud Contact Centers

I’m excited about the upcoming Enterprise Connect conference where I’ll be participating in a panel discussion that will explore the business case for moving an organization’s...

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Four Lessons Every Financial Services Leader Needs to Learn

Retail banks are like pennies—they’re plentiful, yet nearly obsolete. Rooted in person-to-person tradition, these branch locations serve as beacons of yesteryear. But, as digital...

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Connecting the Dots on Customer Engagement

In 2014, eMarketer reported that just 8 percent of major retailers offered a fully synchronized customer care experience between their offline and online channels. Today, retailers are finally...

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Driving Into a (Possibly) Driverless Future

Imagine a future where you can summon a driverless car through an app to whisk you to your destination. There’s no need to worry about maintaining a car or even parking it because that&rsquo...

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Six Disruptive Technologies That Will Ignite the Customer Experience in 2016

In the ever-evolving customer experience landscape, technology is poised to be the primary source of disruption in 2016.To quote Altimeter Group Principal Brian Solis, “Disruption is not...

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Three Technology Trends for Customer Experience Leaders

The explosion of technology and tools aimed at the customer experience gives companies innumerable opportunities to better engage consumers and drive customer loyalty. In fact, 89 percent of...

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