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Judith Aquino | June 18, 2015
Customer relationship management, or CRM, is having a renaissance. The promise of CRM was that it would streamline customer service, marketing, and sales efforts with a unified view of the customer, but the technology was dogged by complaints of clunky and expensive software. Read more »
Anna Papachristos | June 17, 2015
Every brand has its own story to tell. Yet, when it comes to social media, many companies still struggle to find the right words. Read more »
Tom Hoffman | June 16, 2015
The healthcare industry is undergoing dramatic changes, not the least of which is an increased focus among payers (healthcare insurers) and providers (physicians, hospitals, clinics, etc.) on customer centricity. Payers who historically had customers funneled to them by employers are now beginning to market to individual customers. But payers aren't the only healthcare industry participants that are blazing new trails in customer centricity. As last week's PegaWORLD 2015 conference indicates, life sciences and other healthcare companies are also getting into Read more »
Mila D'Antonio | June 15, 2015
The IKEA brand epitomizes innovation. In the exploration and creation of its flat box packaging and self-assembly in the 1950s, the Swedish retailer reinvented the way consumers purchase and receive furniture. But IKEA and other innovators can't stop with their one lightening idea. They must continuously evolve. Read more »
Judith Aquino | June 11, 2015
The way we communicate is rapidly changing. Texting is becoming the preferred means of mobile conversation and some companies are abandoning voice mail. Organizations are under pressure to keep up with these changes while also providing fast and reliable service across multiple channels. And while progress is being made in understanding customer needs through speech analytics and other solutions, many organizations still struggle to close the gap between consumer expectations and services. Read more »
Anna Papachristos | June 10, 2015
While many companies have already built a strong social media presence, other brands have only recently come to the conclusion that social media is here to stay. But, as these businesses look to enter the fray, leaders must proceed with caution if they wish to guarantee that these burgeoning efforts garner positive results. Read more »
Tom Hoffman | June 9, 2015
When companies first began attempts to map the customer journey, it often involved a rudimentary arrangement of Post-it notes or other unsophisticated steps to chart the customer's end-to-end path to purchase or mission to resolve a product or service issue. Customer journey mapping efforts have become considerably more mature over the past year or two as decision-makers are placing greater focus on understanding the types of experiences customers want as a means of attracting and retaining customers. Progress on customer Read more »
Mila D'Antonio | June 8, 2015
In a world where consumers are being bombarded with thousands of marketing messages each year, it's easy for consumers to fall victim to information overload and for marketers to confuse the decision-making process for consumers. Read more »
Guest Blogger: Sam Stern | June 5, 2015
No one disputes that treating customers well is the right thing to do: Virtually all respondents in a Forrester Research survey of CX professionals said that executives at their companies consider customer impact to be at least somewhat important when making business decisions. But compared with hard return on investment (ROI) numbers in business cases for other initiatives, CX projects won't get needed funding if their estimated returns are limited to benefits like improved satisfaction or higher Net Promoter Score Read more »

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