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      4 min read

      Comparing Leaders & Laggards in Customer Experience Management

      Harvard Business Review Analytic Services recently released a report entitled Lessons from the Leading Edge of Customer Experience Management.


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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

      Systems of Engagement Vs. Systems of Record

      Think of almost any brand, and then search your favorite social network to find their name. You’ll easily find them; they’re posting content and information - engaging consumers, in hopes of winning more customers.


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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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      16 min read

      Webinar: Winning Strategies in Customer Experience Management

      Nowadays, people trust recommendations from their friends far more than those they receive from third-party sources. The reach and speed of a single recommendation, particularly when expressed through social media channels, can be either immensely damaging or promotional for a brand.


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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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