Posts Tagged ‘customer experience’

I happened to bump into an annual online community report from CMX the other day and thought it did a great job of providing some solid research on why companies build branded communities, the ROI metrics that matter to demonstrate value, and the paths they are taking to achieve success with their community. The piece […]

Your brand is much more than a memorable logo, clever tagline, and a cohesive palette of colors, or clean lines and good typography. Bottom line, it’s about providing added value for your customers, building trust through quality and consistency, and ultimately boosting customer satisfaction and loyalty. Beyond a customer’s perception of your brand (and your products and […]

Whether it’s Valentine’s Day, your birthday or even a non-holiday, most people like to be made to feel special. Many times this satisfaction comes from a simple and thoughtful gesture, when someone else knows exactly what will make you smile. In our always-on-the-go daily lives, how do you feel when your favorite brand or store […]

Project Reactor is a tag management solution that empowers any developer to build, maintain, and update their own integrations into the Adobe platform. This capability gives marketers an app-store-like experience to quickly deploy web technologies, and integrate data to power compelling consumer experiences. At present, Dynamic Tag Management (DTM) is a top enterprise-level activation solution. It […]

Companies of all shapes and sizes (and industries) strive to provide a better, more consistent, customer experience. Generally speaking, some industries are ahead of others. While there are certainly outliers, many financial services companies said they’ve yet to reach “maturity” in their approach to customer experience. Couple this with the fact that, according to Edelman’s […]

In our work assessing clients’ Customer Experience abilities, one of the opportunities we regularly uncover is a lack of alignment among management and leadership. This can be jarring for some executives, but there are some quick ways to resolve those gaps, and sometimes the awareness alone is enough to get on track. But when executives and customers […]

According to Internet Retailer, eCommerce sales in the U.S. continues to outpace brick-and-mortar stores – as of Q3 2016, digital commerce sales grew by 15.6%. It won’t be long before we know the final eCommerce growth numbers for 2016. Judging by reported sales from the 2016 holiday shopping season, eCommerce businesses finished strong. (Conservative estimates […]

Making Service Conversational Requires Investments in Self-Service Customers are increasingly impatient and want immediate answers to their problems or questions. Using self-service channels as a first point-of-contact is a great way for service organizations to alleviate some of the demands on your contact center while executing against the ongoing need to deliver an exceptional customer experience. However, […]

CIOs are key contributors of new business models and organizational strategy. Data is the key asset for CIOs and CDOs to have a seat with the CEO, CFO, and CMO. In addition to unstructured data collection like social media and machine data, companies have started to consume strategic market competition data such as benchmarks, new […]

Companies capable of delivering “end-to-end” customer service entering 2017 are well-positioned to lead their industries throughout the year, according to new Forrester research. The independent technology and market research firm’s January 2017 report titled Elevate Your Customer Experience With End-to-End Customer Service includes examples of customer service performances from a handful of top-tier consumer market […]

The Internet of Things, connected devices, the use of customer data and insights to personalize experiences – all of these are part of our daily lives. Now augmented reality (AR) arrives on the scene with the potential to shape customer experiences like never before. With smartphones in the hands of 72% of U.S. adults, there are […]

Did you hear enough about digital transformation in 2016?  Besides the U.S. presidential election, digital transformation was a big topic for a lot of companies.  Now that we have entered 2017, is digital transformation a fad, or is there more to come? According to Adobe, digital transformation will be a hot topic again in 2017! […]