The Express Lane to a Satisfied Customer: Personalized Travel Experiences
Do you have travel plans this year? If so, you have plenty of company. Hopefully, though, you can leave the crowds behind ...
Real Time Personalization
Five Ways Retailers Can Drive Customer Loyalty
A less-than-stellar customer experience (CX) reminded me that with April being Customer Loyalty Month, retailers have thei...
Put the Healthcare Consumer at the Center of Both Care and Education, Even Outside the Doctor's Office
In a survey on patient loyalty from health technology vendor Welltok, 84 percent of patients said they would feel a greate...
Reach for the Stars: Yes, a Single Customer View is Attainable
With St. Patrick’s Day coming up, little kids are busy making leprechaun traps with the hope that they can barter with a t...
Avoid a Customer “Break Up” this Valentine’s Day
In grade school these days, Valentine’s Day card distribution is an egalitarian exercise. Children who wish to hand them o...
Scale New Heights with a Rules-Based Omnichannel CX Platform
The award-winning National Geographic documentary “Free Solo” details climber Alex Honnold’s successful ascent of El Capit...
Old vs. New: Updating the Clienteling Concept for an Omnichannel CX World
As digital-first customer journeys that combine both physical and digital touchpoints become routine, the concept of clien...
Why Omnichannel KO’s Multichannel in the Customer Experience Arena
One way to think about the difference between omnichannel and multichannel in the context of customer experience is to pic...
Meet the Moment of Complexity with a Change in Culture
Author, management consultant and educator Peter Drucker is credited with the famous saying “culture eats strategy for bre...
Why Banks Strive for a Connected Customer Experience
Editor’s Note: For an expert perspective on digital transformation in financial services, we’ve invited Arun Rajagopal, vi...
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