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Blog: Digital Transformation

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Smart Devices Need Smart Customer Strategies

Mobility and digitization have fundamentally changed how customers connect with brands. There are more than 2 billion active smart devices in the market today. And the average user reaches for his...

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Don’t Automate Your Way Into Obscurity

The automotive industry isn’t about products anymore. It’s about relationships. Vehicles are becoming more and more alike, and even impressive technology is being co-opted and...

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Where Do Humans Fit in an Increasingly Digital World?

Customer experience is changing at lightning speed. It’s hard to keep up with what’s happening today, let alone step back and think about how to prepare for the future. So we did it for...

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Taking Closed-loop Apps to the Next Level

It’s well known that consumers regularly use only a handful of mobile apps. The battle for user attention is fierce. App developers have an opportunity to outperform competitors by &ldquo...

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When Manual Decisions Become a Novelty

Imagine a future where consumers no longer compare and select products, because companies already know exactly what each person wants and automatically deliver the right product.  This may...

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Know Your Digital Customers

Digital channels top the list of preferred channels for both acquisition and retention, and continue to grow. Data-driven digital initiatives such as mobile marketing, social media ads, and search...

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Direct Mail is More Important than Ever in the Digital World

Direct mail has been around for a long time; in fact the first campaign was launched in 1835 by abolitionists targeting religious and civic leaders in the south according to the Smithsonian. The...

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Bots will Soon Include Personalities

Do virtual assistants need a personality? If so, what defines the personality of a virtual assistant? Questions like these are becoming increasingly relevant as virtual assistants that are powered...

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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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