Blog: Omnichannel Orchestration
Recent Posts
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...
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...
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...
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...
Loyalty depends upon how banks treat customers when they interact with the organization. Free checking and low interest rates no longer dictate competitive advantage. But, when it comes to...
Today's contact center model isn't what it used to be. Traditional operations are evolving to be more flexible with a remote workforce. Home-based associates will grow by 60 percent over...
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...
Historically, the Chief Marketing Officer (CMO) has been focused on brand management and lead generation, not technology. But in the digital world that we now live in, technology-enabled marketing...
For many retailers, the holiday season presents an outstanding challenge, as brands are unprepared to handle such high volumes of inquiries and service requests. But, for those who focus on...
Marketers know that winning customers is only half the battle; retaining them includes a slew of other challenges. It often takes only one negative experience to lose a customer. But given that...