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

Author Bruce Burke on Aug-14-2013

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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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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