Five leadership lessons for business transformation
Major transformation initiatives have a poor track record. They promise breakthrough benefits for the business and its customers, but the journey can be painful, and they normally cost more and…
3 Steps to Transform Your Customer Experience with AI-Driven Insights
You have one of those “good problems” people talk about, and it is this: The customer experience has gone digital. It is not “trending in that direction.” It is not…
Core Principles of Cyber Hygiene in a World of Cloud and Mobility
Cybersecurity is a top concern at the highest levels of government and industry worldwide More than ever, government and corporate leaders—from senators and members of Parliament to CEOs and board…
Customer experience Your next essential business driver
CX: powering competitive advantage Customer experience (CX) is the next competitive battleground. Gartner has predicted that CX will be the next competitive differentiator, and 81% of marketers told Gartner that…
Salesforce Service Cloud Offers Modern Incident Management for Cloud
When it comes to crisis/incident management in the cloud/digital era, hope is not a strategy.1 Yet a majority of enterprises continue their digital business operations as usual, hoping major disruptive…
A Practical Guide To Getting Started With Customer Journey Orchestration
The customer experience is the sum of all the interactions that a customer has over the life of the relationship with the brand, but more importantly, the emotions, feelings, and…
The Quest For Data-Driven Engagement In APAC And The Middle East
Develop Deep Understanding Of Customers To Meet Customer Experience And Marketing Goals With CDP. The Region Is At The Cusp Of Leveraging Data Strategies And Insight For Action And Outcomes.…
Automation and AI are Enhancing Self-Service and Boosting Productivity
Today’s customers want service on their timeline and channels of choice. As the customer experience changes, companies must learn how to adapt to meet these new demands. Whether customers want…
The 5 pillars of personalization at scale
Personalization helps build brand loyalty by creating customer experiences (CXs) your customers actually want to experience, over and over again. The potential value of personalization is well-established—one recent estimate sees…
5 Ways Experience Signals are Shaping the Future of CXCX FOCUS
Surveys capture the past. Signals power the present. Understanding customer needs and expectations has always been at the heart of customer experience. But for many companies, early forms of gathering…