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Anna Papachristos | July 8, 2015
Though I'm not opposed to the occasional selfie--What? If you want to immortalize your good hair day, sometimes you've got no other choice--I'm the first to admit that our society has become consumed by nauseating narcissism. (I also believe the selfie stick's true purpose is to whack public selfie-takers upside the head, but that's beside the point.) Regardless, MasterCard sees such behaviors as an opportunity to engage and protect consumers of all ages with its latest innovation. Read more »
Tom Hoffman | July 7, 2015
In June, I posted a blog about how customer journey mapping has come a long way since its roots. And while customer journey maps have certainly evolved and become more detailed in recent years, customer personas don't appear to have advanced at nearly the same pace. Read more »
Mila D'Antonio | July 6, 2015
The promise of a Big Data enterprise is enticing. For companies that have successfully implemented Big Data strategies are seeing big payoffs. Despite its promise of enabling seamless customer views and creating tangible business results, many marketers and customer experience leaders today are stymied by their data. Rather than quickly acting on data across all business units, numerous leaders have information overload when it comes to capturing, analyzing, and acting on Big Data. Read more »
Guest Blogger: Sam Stern | July 3, 2015
Customer experience teams cannot own CX outcomes by themselves. Now don't get me wrong, CX pros rightfully shoulder the most responsibility, including ownership of the six CX disciplines, from customer understanding to culture transformation. But the fact is that all employees at an organization have at least some impact on their firms' customer experience. And with impact comes responsibility. Read more »
Judith Aquino | July 2, 2015
Companies get penalized for making false claims about products and services, but when it comes to fake news sites, these scams are much harder to catch. If you're a Facebook user, you probably have a friend who shared a bogus news story because he or she was convinced the information was accurate. Read more »
Anna Papachristos | July 1, 2015
By 2020, the U.S. Treasury expects to replace Alexander Hamilton's spot on the $10 bill with the face of an unidentified woman. But, as The Daily Show correspondent, Jessica Williams, recently highlighted during an episode of the Comedy Central news program, this gesture seems like an ineffective, and relatively pathetic, attempt to appease female critics. "Honestly, at the end of the day, I don't [care] about who's on the bill. What I do care about is getting an equal share Read more »
Tom Hoffman | June 30, 2015
One of the biggest challenges that telecom industry executives face is customer churn. While churn rates vary by country and by provider, annual churn rates for telecom companies average between 10 percent and 67 percent, according to the Database Marketing Institute. And while there are a variety of reasons that customers disconnect from wireless providers in particular - dissatisfaction with the quality of service, cost, poor customer support - the use of customer data and analytics is providing decision-makers with Read more »
Judith Aquino | June 25, 2015
Drawing in new customers is more challenging than ever as companies compete to engage consumers who have a rapidly shrinking attention span and high expectations. WGBH and Total Gym Fitness, Silver and Bronze winners respectively in the Innovation in Customer Acquisition category of the 2015 Gartner and 1to1 Media Customer Experience Excellence Awards, demonstrate the power of using technology and customer engagement strategies to win new customers. Here are three takeaways for your own customer acquisition strategy. Read more »
Anna Papachristos | June 24, 2015
Data has always proven problematic for many companies, as most recognize its importance, but few know how to bring this information to action. However, in recent years, technology has matured, allowing more organizations to gather, parse, analyze, and employ data with ease and efficiency. But, for Mountain American Credit Union (MACU), Bronze winner in the Innovation in Customer Insight category of the 2015 Gartner and 1to1 Media Customer Experience Excellence Awards, collecting both solicited and unsolicited feedback has become central Read more »

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