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Connected Customer Experience

Systems of Engagement Vs. Systems of Record

Author Bruce Burke on Mar-27-2014

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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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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Customization and Self-Service | The Way of the Future?

Author Erin Nelson on Jan-2-2014

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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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The Intersection of Insights | Mobile, Social & Cloud

Author Bruce Burke on Jul-12-2013

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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