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Mila D'Antonio | March 2, 2015
When Apple revealed its Apple Pay last September, CEO Tim Cook said the mobile payment service "will forever change the way we buy." And during last week's earnings call, Cook called 2015, "the year of Apple Pay." Additionally, last week's announcement from Google that it's working with AT&T, Verizon Wireless, and T-Mobile to pre-install Google Wallet on all of the providers' Android phones, further positions mobile pay as on the verge of going mainstream. Read more »
Guest Blogger: Rick Parrish | February 27, 2015
With federal customer experience (CX) so weak, I'm happy to report that several more U.S. federal agencies are considering adding chief customer officers (CCO) to their executive management teams. In the past few months, some of these agencies have asked me to discuss how CCOs can help them improve their customer experience (CX), the best way to structure the position, and what new CCOs should do first. In fact, I just published a report offering answers to federal agencies' most Read more »
Judith Aquino | February 26, 2015
Net neutrality advocates scored a major victory today when the Federal Communications Commission approved net neutrality regulations by a 3-2 vote. The FCC's decision includes reclassifying Internet service as a Title II telecommunications service or public utility, prohibiting broadband providers from charging for faster lanes on the Internet. Read more »
Anna Papachristos | February 25, 2015
For the Office of Child Support at the Michigan Department of Human Services, efficiency remains critical, as this division serves nearly one million families throughout the state. But, with an incredible caseload to bear, customer service representatives found themselves unable to meet expectation with the speed and precision demanded. Thus, to streamline the customer experience, Michigan's OCS invested in new call center technologies that allow agents to route calls with granular accuracy. Read more »
Tom Hoffman | February 24, 2015
Surviving in today's turbulent business world is tough. According to Wells Fargo and the National Federation of Independent Business' Education Foundation, about half of small businesses disappear within five years. In some cases, small business failures are the result of a lack of access to capital. Other contributors to small business failures include non-payment of taxes, lack of strategic planning, and a lack of management experience. But sometimes, small business can get a boost from big business, especially when it Read more »
Judith Aquino | February 19, 2015
Customer loyalty is increasingly important across industries as it gets tougher to differentiate between products and services that offer similar price points and features. But what drives customer loyalty? Research firm Brand Keys analyzed this topic in its latest Customer Loyalty Engagement Index. Read more »
Anna Papachristos | February 18, 2015
Though many social networks have come and gone--R.I.P. MySpace--others have established themselves as key players in the marketing space. Facebook and Twitter, of course, are indomitable forces of nature. But, according to Forrester's recent "Pinterest Is Not Ready For Prime Time" report, this fairly new social network may just be on the cusp of greatness. Read more »
Tom Hoffman | February 17, 2015
Mobile is on a tear. According to The Economist Intelligence Unit, mobile is expected to be the prevailing channel used by younger bank customers in the next five years. Meanwhile, Gartner predicts that by 2017, mobile commerce will represent half of all digital commerce revenue in the U.S. And it's not just Millenials who are working their mobile devices feverishly - according to Deloitte, the 55+ crowd is experiencing the fastest year-over-year increase in smartphone penetration in developed countries. Read more »
Mila D'Antonio | February 16, 2015
Leadership can be defined as one's ability to get others to willingly follow. Of course, leaders can be nurtured, but effective leadership also requires certain traits. In honor of President's Day, I offer examples of some of the most effective U.S. presidents and the leadership traits that helped cultivate their successes. Read more »

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