October 14, 2016 Customer Strategist Simply Put Your Mind to It A customer-focused workforce enables exceptional performance.
October 14, 2016 Customer Strategist Customer Experience Moments of Wow What makes experiences stand out as wow moments for consumers and employees?
October 14, 2016 Customer Strategist The Customer Service Experience: Make it Easy Rising customer expectations are pushing companies to deliver better and more intelligent service driven by sophisticated digital tools.
October 13, 2016 Customer Strategist Customer Service: Where We’ve Been and Where We’re Headed Customer service has come a long way in a relatively short period of time.
October 13, 2016 Customer Strategist Healthcare Treating the Customer Experience, One Idea at a Time A new customer experience innovation lab at Humana dramatically changes the way health insurance employees collaborate around the customer.
October 11, 2016 Customer Strategist Retail Banking Virtual Shopping Becomes Reality eBay Australia and Myer team up to take shoppers on a virtual department store journey.
October 11, 2016 Customer Strategist It's Not a Generation Gap. It's a Chasm. Every new device or bot has the potential to open doorways into new thinking, new social relationships, or new cultural norms.
October 11, 2016 Customer Strategist Automotive Where the Rubber Meets the Road Bridgestone tire and auto care upends traditional perceptions of the visit to a mechanic with a dedicated customer focus.
October 11, 2016 Customer Strategist Perspective Is Everything The customer service story continues to be written.
July 13, 2016 Customer Strategist Retail Banking What’s Next in Omnichannel Retail? Omnichannel retailers are experimenting with digital dressing rooms, endless aisles, and more as they move closer to u
July 13, 2016 Customer Strategist Omnichannel Excellence Is a Marathon, Not a Sprint The path to digital and omnichannel excellence is paved with incremental customer engagement improvements.
July 13, 2016 Customer Strategist Strategy and Technology Tag Team on Customer Outcomes Teams work together to create the customer path of least resistance.