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Blog: Strategy

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Aflac and Others Illustrate the Connection Between Customer Engagement and Social Issues

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...

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For Actionable Customer Intelligence, Try Small Data

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...

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Employee Engagement Best Practices for Hypergrowth and Beyond

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...

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It’s Valentine’s Day…. Do Your Customers Love You?

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...

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5 Signs You Don’t Need an Outsourcing Partner (and 5 You Do)

Not every company needs an outsourcing partner. As a customer experience outsourcing organization (CEOO), this seems like an antithetical statement. But with a track record of having developed and...

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Top 2019 Customer Experience Trends Shaping Customer Service

As we welcome another New Year, the race to deliver exceptional customer experiences is as competitive as ever. Customers are challenging brands to deliver value and convenience that’s...

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Key Customer Takeaways from Retail’s Biggest Event

The mood at this year’s National Retail Federation (NRF) “Big Show” conference in New York was upbeat and optimistic. The event was packed and the news was good—2018 retail...

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Three CX Lessons from the Three Lions

Here we are everyone, just a few weeks ago we all had the amazing opportunity to watch one of the greatest World Cups unfold. And despite my Scottish roots, the public couldn’t be any prouder...

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CX Bright Spots on Display at CX NYC

The recent Forrester 2018 CX NYC highlighted brands that understand what it takes to deliver to exceptional experiences to consumers. Amid digital transformation and the so-called retail apocalypse...

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4 Ways to Prepare for Unexpected Customer Support Surges

Life is complicated and rarely goes as planned. For customer-facing companies, sudden emergencies like natural disasters or data breaches can trigger waves of consumers looking for help and answers...

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