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Connected Customer Experience

Improving the Cross-Channel Customer Experience

Author Bruce Burke on Apr-25-2014

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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Webinar: Winning Strategies in Customer Experience Management

Author Erin Nelson on Jan-30-2014

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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Analytics 3.0 | Systems of Engagement and Systems of Record

Author Erin Nelson on Nov-26-2013

Technology waves like mobile, social, and wearable computing have transformed customer expectations. In this modern age, the world is rapidly moving towards the datafication of everything – including Analytics.

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Three Imperatives for Today: Mobilize, Socialize & Personalize

Author Bruce Burke on Aug-7-2013

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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