What’s in a Name? Your Ability to Please Your Customers
I’ve always been a big reader, but the pandemic has given me even more time to indulge my passion. I recently devoured Conscious Capitalism, by John Mackey and Rajendra Sisodia.…
Customer journey mapping tools don’t address the most critical challenges
There are a ton of journey-mapping tools out there. I’m most familiar with Touchpoint Dashboard, but I’ve had demos from many others. They all excel at certain components of journey…
Driving CX Excellence: Bridging Technology and Human Connection for Increased Sales and Lasting Loyalty
What makes your brand stand out to customers? Without a way to impress customers and make a true, emotional connection, brands won’t differentiate themselves from their many competitors. In a…
Revolutionizing Customer-Centric Solutions with AI-Powered Advanced Personalization
Personalization is a significant customer expectation — and one many organizations haven’t achieved yet. According to McKinsey & Company, 71% of consumers expect companies to deliver personalized interactions, and 76%…
Customer Experience Matters!
The Content Guide to Better CX Over the past few years, customer experience (CX) has become a focal point for businesses looking to create value in an increasingly competitive landscape.…
Adobe FrameMaker Essentials Part 7: Working with Templates
Adobe FrameMaker EssentialsPart 7: Working with Templates Recording The recording of this webinar is now available on YouTube here. The recordings of all sessions of the FrameMaker Essentials series are…
Powering personalization through customer data
Today’s crowded information ecosystem adds levels of difficulty to marketers’ jobs. You need to produce personalized messages that can compete for your customers’ attention without running afoul of new privacy…
Customer contact centers : The state of the customer experience
Some companies get it right: When their customers call them, questions get answered, and problems get solved. It’s fast, simple, and builds customer loyalty. Other businesses fail to make their…
Consumer-Goods FirmsDig Deeper into Data for Superior Customer Experience
Even before the Covid-19 pandemic struck, consumer-goods companies were no strangers to market upheaval and the critical need for business agility. The biggest disruptors included growing threats from e-commerce marketplaces…
Reimagining omnichannel CX in the age of AI
Every day, customers leave a trail of information to tell you what they want, feel, and dislike. Every phone call, chat, website visit, social post, and online review generates billions…