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Tom Hoffman | August 2, 2016
There are multiple components that shape a customer's experience. The level of effort required on the part of a customer to interact with a company; whether a company recognizes a customer and can personalize the experience; the knowledge, engagement, and empathy shared by customer-facing employees, etc. As Temkin Group points out, emotion plays a critical part in a customer's experience and has a significant impact on customer loyalty. Yet it's an area where companies are often least adept and don't Read more »
Mila D'Antonio | August 1, 2016
Jean-Baptiste Alphonse Karr said, "The more things change, the more they remain the same." In recent weeks, this statement has rung true for me, as I, along with our editorial team, have been reading through older content in our process of migrating everything to our new website to meet our September 1st re-launch date. Read more »
Judith Aquino | July 28, 2016
Marvel Entertainment, the company that's home to characters like Captain America and the Hulk, launched its new loyalty program, Marvel Insider, at San Diego's Comic Con this week. Given that Marvel fans are willing to camp out just to be first in line for the latest film or comic book release, offering a loyalty program appears to be unnecessary. Read more »
Tom Hoffman | July 26, 2016
As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking. Indeed, while volume in every digital channel continues to grow for customer service, contact centers have seen call volumes decrease by 12 percent, according to the 2016 Global Contact Centre Benchmarking Report conducted by Dimension Data. What this also means is that a growing percentage of calls that are reaching Read more »
Mila D'Antonio | July 25, 2016
This morning's announcement from Verizon about its bid to purchase Yahoo Inc. for $5 billion comes as no surprise. Under the leadership of CEO Lowell McAdam, the company has been actively putting the pieces in place to undergo a digital transformation--one that will enable the company to earn revenue from digital advertising, largely on mobile devices. Read more »
Judith Aquino | July 21, 2016
Earlier this week, Unilever announced it was buying Dollar Shave Club, with Fortune reporting the sale price for the California-based company as $1 billion in cash, making it one of the largest acquisitions in the e-commerce and subscription markets in recent years. Read more »
Tom Hoffman | July 19, 2016, a brand within Priceline Group, is planning to begin using artificial intelligence (AI) to create personalized travel options for customers. According to Seeking Alpha, will begin using AI within its mobile apps to provide travelers with instant recommendations for local events and attractions once they've reached a destination.'s Booking Experiences tool, which has been launched on its iOS and Android apps in Amsterdam with planned rollouts in Dubai, London, Paris, and New York over the next few Read more »
Mila D'Antonio | July 18, 2016
You may have seen them over the weekend wandering the streets like zombies and glued to their mobile phones. No, they weren't extras in an episode of "The Walking Dead." They were players in Niantic Labs' new augmented reality game Pokémon GO. Since its launch last week, the GPS-enabled game has become an overnight sensation with at least 15 million downloads as of late last week, making Niantic $14 million in just a few days. Read more »
Judith Aquino | July 14, 2016
On Thursday, Mastercard unveiled enhancements to its digital payments service, Masterpass, making it easier to make mobile payments across a wider number of channels and devices. Masterpass was already available for online purchases that were made on phones, tablets, and other devices. Read more »

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