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      3 min read

      Improving the Cross-Channel Customer Experience

      Temkin Group recently released a report detailing the current state of customer experience management. The executive summary of the report relates that Bruce Temkin and his group surveyed more than 200 large companies and found an abundance of Customer Experience (CX) ambition and activity.


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      4 min read

      Blurred Lines: Integrating Physical & Digital Worlds

      Blurred Lines is a song recorded by American recording artist Robin Thicke for his 2013 album of the same name. The song has been a worldwide hit, topping the charts in Australia, Canada, New Zealand, Ireland, Spain, Germany, the Netherlands, Poland and the United Kingdom.


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      3 min read

      Mapping the Customer Journey For CEM Success

      A customer journey map is a very simple idea: it's a diagram that illustrates the steps your customer(s) go through in engaging with your organization, whether it is a product, an online experience, retail experience, a service, or any combination thereof.


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      13 min read

      Voice of the Customer (VOC) | Acting on Feedback

      What are your customers saying about your products? How many bad reviews does it take to deter shoppers? According to a recent study, 64% of customers surveyed said they trusted product reviews from other consumers; but between one and three bad online reviews would be enough to deter the majority (67%) of shoppers from purchasing a product or service.


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      4 min read

      Real-Time vs. Right-Time: Engaging Social and Mobile Consumers

      Everyone seems to be asking the same question these days; “How do I engage today’s disengaged consumers?”  Present-day mobile and social consumers don’t watch television shows during standard broadcast hours, they don’t read newspapers, and they surely don’t listen to the radio.  Modern consumers get breaking news, in the minute, from social media networks instead of waiting for the nightly 7:00 PM broadcast.  


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      4 min read

      Three Imperatives for Today: Mobilize, Socialize & Personalize

      If your life is anything like mine you face a daily torrent of information; emails, phone calls, text messages, notifications, status updates, tweets, videos, gifs, and of course requests to play Farmville. 


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      4 min read

      Beyond IoT - The Socialization of Things

      There has been a lot of noise in the channels lately about the Internet of Things.  Many journalists have used the term to put a handle on the concept of smart, interconnected appliances, installed in even smarter homes. 


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      4 min read

      The Intersection of Insights | Mobile, Social & Cloud

      As disruption tightens its grip, taking hold of companies in every industry, the need to transform becomes a business imperative – future strategies will define success or failure. 


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      4 min read

      The Internet of Things: Product Clouds Connect Consumers

      An astounding 150,000 people descended on Las Vegas in January of this year to attend the International CES Show. Over 3,000 vendors rolled out their latest products for the consumer electronics marketplace.


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      Connected Customer Experience

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