Search results for "Customer Experience"
Don Peppers: Customer Experience: What, How and Why Now
Ito1 Media's Editor-in-Chief Mila D'Antonio interviews Don Peppers about his new book, Customer Experience: What, How and Why Now. They discuss why understanding the customer's point of view is crucial, the importance of empathy in the customer experience and 4 attributes of a frictionless CX.
Jul 12, 2016
How Customer Identity Management Can Improve the Customer Experience
There's a goldmine of valuable data in the cross-channel interactions customers conduct. 1to1 Media's Tom Hoffman recently met up with Jason Rose, Gigya Senior Vice President, Marketing, to discuss key trends in customer identity management and how information shared by customers in their omnichannel interactions can be used to deliver more personalized customer experiences.
Jul 07, 2016
Happy Employees Are a Win-Win
Providing employees with the tools and techniques they need to get their jobs done and address customer issues effectively can bolster employee happiness, improve the customer experience, and drive better business performance.
Jul 01, 2016
Hear that? It's the Evolution of Customer Service Calls
Like many people, the last thing I want to do is speak with a customer service agent when I have a question. Why call when the answer can most likely be found online in the FAQ section or through another self-service option?
Jun 30, 2016
Inside Deakin University's Digital Mindset
The Australian university's CIO/Chief Digital Officer discusses how to achieve a sustainable digital future, the necessary principles for digital excellence, and the benefits of "horizontality."
Jun 29, 2016