Customer Experience

A significant driver for needing to change platforms is when your business undergoes a significant digital transformation effort. Typically, a company chooses to undertake a digital transformation because they need to change the experiences their customers have with their brand. Usually, that means some amount of change in systems in order. Reason #5: Your Business […]

The automotive industry is acutely focused on electrification and defining new standards for emissions. Until recently, electric vehicles were costly to develop and buy, leaving OEMs and customers uncertain of their future potential. Many new technology startups have disrupted the automotive industry by innovating new technologies, reducing battery prices, and creating the potential of commercializing […]

The global pandemic solidified digital health’s vital role in meeting consumer needs. As a result, healthcare payers and providers continue to accelerate their digital capacity in order to meet consumer expectations and ensure business resilience. Digital tools once considered a future-state have now become primary channels for vital care and meaningful customer interactions. Impacts extend […]

The pandemic flipped the script on much of healthcare, and the industry is still grappling with the impact on post-pandemic life. In the hospital world, this is as true for philanthropic departments as it is for clinical care. There is a lot of change in the air, from demographics and giving patterns to use of […]

Peter Drucker said, “The entrepreneur always searches for change, responds to it, and exploits it as an opportunity.” This is often the case when a new leader is hired, whether it’s a Chief Marketing Officer (CMO), Chief Information Officer (CIO), Chief Customer Experience Officer (CCX0), or any other CxO. When making such a leadership change, […]

Every individual has different needs, which accounts for every end-user interacting with your business. Tailoring all your content to each user can be simple and seamless if you have the right tools to manage your product information. However, to do this effectively, you must evaluate the maturity of your organization and if it can handle […]

Final installment of a 4-part series Recently I came across a comment from Lori Samuels, Senior Director of Accessibility at NBCUniversal, that stopped me in my tracks, “You can’t test your way to great user experience, you have to design your way there.” I completely agree. On the other hand, evaluating user experiences for accessibility […]

These days, a lot of companies talk about customer experience, customer centricity, customer focus, and customer obsession. And it all sounds great. It is exactly the right thinking, and it is something that nobody can really object to or debate in terms of the correctness of the sentiment. However, being customer focused is more than […]

If you follow the customer experience or marketing technology market with any regularity, you’ll notice platform vendors are always releasing newer versions of their systems. Sometimes those releases are very incremental changes such as small updates or fixes. However, major new features and capabilities are sometimes put into the market that will shake up the […]

Success is naturally different for every organization. But, one aspect that’s the same for all is what level of maturity an organization has and if they can deliver on their business goals and objectives while meeting customer expectations. Yes, it sounds like a heavy task, but if a company meets all of these requirements, they […]

In this second installment of our five-part blog series, we’ll talk about the second reason customers decide to seek out a new system. Let’s get back into it. Reason #2: Licenses for the current system are expiring or the system is discontinuing When you signed the license agreement for your current platform, chances are you […]

In healthcare, individuals are navigating a highly emotional – potentially even uncertain – journey. Which is all the more reason that their experience with your organization’s contact center should be considered as a high-stakes touchpoint. I sat down with three of our strategists to explore this challenge and the opportunity that it creates for consumer […]