Posts Tagged ‘customer experience’

Connected health has become a priority within many healthcare organizations as they begin to realize that patient engagement outside the traditional medical setting can have a positive impact on chronic disease management and treatment compliance. In our latest infographic we take a look at the top 10 connected health trends for 2016.   Want to […]

It’s time to re-platform, upgrade or simply join the world of Customer Experience Platform site management. You hold internal meetings where rough budgets are set. You meet with potential implementation partners and plan, strategize, repeat. But yet, one piece that I see continually forgotten until late in the process is Site Search. Okay, not forgotten, but certainly […]

As a long-time customer of Vanguard, I can attest to their great way of doing business. While I’ve never set foot into an office of theirs, the financial services company – one of the world’s largest investment management companies – was able to gain my trust and, without much effort, convince me to enlist them […]

As I mentioned in a previous blog post, Michael Porter, a colleague of mine, was live-blogging at last week’s Forrester CXNYC event, a conference for customer experience leaders, innovators, and practitioners. During one of the presentations he attended, George F. Colony, the CEO of Forrester, discussed how customer experience has become the most critical barrier […]

Summer has officially arrived, which means late evening barbecues, day trips to the beach, and weekend excursions out to the ballpark. For individuals like me, it’s an opportunity to really soak in all that Southern California has to offer, from impromptu trips to the beach to a night out under the palm trees in Downtown […]

Michael Porter, a colleague of mine, is live-blogging at this week’s Forrester CXNYC event, a conference for customer experience leaders, innovators, and practitioners. I wanted to share a session he sat through in which John Dalton, an analyst at Forrester, interviewed Alice Milligan, the chief customer and digital experience officer of Citi Cards at Citi. […]

As the choices available to today’s consumers increase, so do expectations for companies. Customers not only want to be able to reach you at all times, using all their various devices, but they also want personalized content throughout their buying experience. More than 78% of consumers believe that organizations providing custom content are interested in […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. GM is a great example of success and change: Alfred P Sloan devised a brilliant strategy to have a car for every single status. That status pushed GM to over 50% market share and they held that for […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. The key to CX is SIMPLICITY. How do you drive change and create culture around a new mindset?  It’s simplicity. It’s the new black. You need to make difficult things easy to understand.  They will drive results. What […]

My colleague, Michael Porter, Managing Principal, Strategic Advisors Team discusses digital transformation and the importance of understanding your customers to deliver a personalized customer experience. Digital transformation requires a lot of change across the entire company and creating and sustaining exceptional customer experiences isn’t just about digital experience – it requires both front end and back […]

B2B companies realize there’s an advantage to stepping up their digital commerce experience. With B2B commerce sales estimated to reach $1 trillion globally by 2020, it’s important to consider and adapt the top trends that will grow your digital commerce. In part 1, we revealed the importance of optimizing the B2B digital commerce experience and […]

Digital transformations, no matter how well planned, develop gaps or fail to cover existing ones. This is natural: companies constantly battle systemic complexities acquired across organizational silos over many years. Introducing a transformation amid all this can be daunting. “Journey mapping” drives insight by simultaneously looking down into each organizational silo and seeing across to where […]