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Anna Papachristos | October 1, 2014
Within the last few years, digital strategies have flipped traditional business models upside, emphasizing ambition and ability over company size and seniority. Thus, as organizations move beyond transactional interactions to build upon customer relationships, flexibility will be essential for enduring success. Read more »
Tom Hoffman | September 30, 2014
This past weekend, my kids and I surprised my wife on her birthday by taking her on a guided tour of the remnants of a former castle that sits on an island in the Hudson River. It's something that she's been dropping hints about for a while and she greatly enjoyed the excursion. After the tour, we decided to grab lunch at a nearby restaurant and it was here that I was reminded why it's so important for customer-facing staff Read more »
Mila D'Antonio | September 29, 2014
Advertising Week 2014 got underway this morning in New York City, with the organization even ringing today's closing stock market bell. Read more »
Guest Blogger: Sam Stern | September 26, 2014
In my last Forrester Research report, Standardize Great Customer Experience Delivery, I look at how companies create, share and assess customer experience standards. Done well, CX standards prevent avoidable customer experience mistakes, ensure consistent experience delivery, and set a high bar for customer experience quality. But bad CX standards are worse than no standards at all. Read more »
Judith Aquino | September 25, 2014
At Uber, employees receive a reward for an idea that isn't implemented, i.e., a "losing idea" as well as ideas that are adopted, said Uber General Manager Chris Nakutis. Read more »
Judith Aquino | September 24, 2014
Mobile apps have become the center of the customer experience and to help marketers engage consumers, Salesforce.com launched its "Journey Builder for Apps" on Tuesday at its ExactTarget Connections 2014 conference. Read more »
Anna Papachristos | September 24, 2014
For as long as I can remember, I've always referred to my legs as "chubby stubs" because when you're 4'11" all such body parts tend to grow outward, not upward. Thus, when winter boot season arrives, I typically gravitate toward the shorter varieties because I'm well aware that knee-high boots are reserved for tall women with toothpick limbs. Read more »
Tom Hoffman | September 23, 2014
I help coach a recreation soccer team in our town that two of my children play on. This past weekend, our team played a game in which I realized afterwards that we should have done a better job of substituting players. The other coach and I acknowledged our mistakes, apologized to the players and parents for the oversight, and pledged to balance the playing time for the players going forward. There's a lesson here for companies that fail to own Read more »
Mila D'Antonio | September 22, 2014
In the 1970's when Larry Ellison worked at Amdahl, an IT company that specialized in IBM mainframe, he came across a paper that would serve as the catalyst that would alter the course of his entire life."A Relational Model of Data for Large Shared Data Banks," by Edgar F. Codd described the concept of Structured Query Language (SQL) he had developed at IBM. Codd's employers saw no commercial potential in the SQL concept, but Ellison did. Read more »

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