April 19, 2017 Customer Strategist Say What? A surge in fake news and negative brand associations has companies taking a fresh look at content moderation strategies.
April 18, 2017 Customer Strategist Employees Make Your Brand Promise Count Organizations can learn a lot from Trader Joe’s and Southwest Airlines’ strategy for turning employees into brand ambassadors.
April 18, 2017 Customer Strategist Retail Banking When Customer Centricity Becomes the Brand Customer experiences are at the heart of successful retail brands.
April 18, 2017 Customer Strategist Understand Your Customers, Understand Your Brand Four ways to activate the valuable insight customers are already giving you to elevate your brand position.
January 16, 2017 Customer Strategist What to Expect from the Rise of Chatbots Here’s what business leaders need to know about the messaging apps and chatbots that are rapidly gaining users and screen time.
January 16, 2017 Customer Strategist Does CRM Simplify the Customer Experience? CRM tools in the contact center provide valuable information, but can complicate the customer experience.
January 16, 2017 Customer Strategist The Future of Customer Experience Where do humans fit in an increasingly digital world?
January 16, 2017 Customer Strategist Sotheby’s: All About the User Experience Since 1744 The auction house maintains its tradition of elegance and luxury in the digital world, thanks to a focus on user experience design.
January 6, 2017 Customer Strategist Virtual and Augmented Reality: Empathy Machines VR and AR devices have the potential to foster emotion and empathy between companies and their users.