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Connected Customer Experience

Blurred Lines: Integrating Physical & Digital Worlds

Author Bruce Burke on Apr-4-2014

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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Mapping the Customer Journey For CEM Success

Author Bruce Burke on Feb-18-2014

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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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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Voice of the Customer (VOC) | Acting on Feedback

Author Adam Parson on Dec-18-2013

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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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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