Customer Experience

Hyper-Personalization: Insights and Action to Deliver Targeted Digital Marketing

As Adobe Summit kicks off, CXOs and digital leaders are coming to see their ability to drive hyper-personalization is finally within their grasp. Brands realize they won’t thrive by personalizing only a few customer experiences. The efforts spent on occasional outreach are better spent on a process that continuously learns about customers because the brand […]

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Patient-Centric Health Care: It’s Time for a New Operating Model

It’s no secret that patient centricity is one of the most pressing priorities for health care and life sciences (HCLS) organizations. From pharmaceutical companies to urgent care facilities, organizations across the industry are asking how they can prioritize patient outcomes and meet consumers’ expectation for on-demand care delivered on their terms. But simply slapping the term […]

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Health Care Experience Matters — Here’s How to Improve It

When I ask any clinician for an opinion on a brand that gives customers a great experience, the answer is never a health care or life sciences brand. It’s always a brand such as Amazon, Netflix, Uber, Nordstrom or Starbucks — and for good reason. The organizations underpinning these brands manage their whole strategy or […]

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20 Years In: The State of the CX Profession

A key theme of the Forrester CXNYC event was how customer experience can and should drive growth for the business. Yet the headline from Forrester’s 2018 CX Index stated the industry appears to be plateauing. Consumers said that brand experiences are overwhelmingly mediocre—62%—and the number of consumers who think experiences are above-average continues dropping each […]

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Boom or Bust? Watson Helps Fantasy Football Owners Make Better Decisions

We’ll be exploring this new technology in more detail at Think 2018. Join us. Whether you’re a member of the Patriots Nation or an ardent Bills Backer, or even if those references have no significance, you can’t make it through a football season without hearing about fantasy football. It gives fans a personal connection to the game, […]

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Keep Your Brand Relevant in a Voice-First World

With recent advances in AI, including natural language processing (NLP), voice will be the next big paradigm in how we interact with digital devices. With the big tech companies racing to establish dominance of their respective voice platform, it’s only a matter of time until spoken dialogue will become the standard for digital interfaces. Whether […]

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The Future of Customized Experiences

When always-on and customer experience collide, there isn’t room for error. Personalization, proactive customer service, value and experience related to price, chatbots, speed, convenience — in this conversation we’ll explore the post-modern world of customer service experience, which brands are doing it right, and why. Speakers: – Robert Schwartz, Global Leader, Agency Services, IBM iX […]

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Igniting the bonfire of digital reinvention: Start the fire before there’s nothing left to burn

Recently, I was at a campground at night. The smell of campfires was unmistakable, and my eyes picked out the many flickering points of light in contrast to the pitch-black night. The individual blazes gave warmth and light to each separate group of campers — comforting, but going no further than their respective fire pits. […]

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4 steps to start the digital reinvention journey for your telecom organization

The telecommunications industry is in the throes of a digital shake-up as digital invaders upset the status quo. These digital disrupters are players of scale, effectively competing with telecom organizations by benefiting from what internet-based ecosystems and “as-a-service” technologies create. To stay relevant in this evolving landscape, telecom organizations must evolve along two trajectories: serving […]

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Is talent management evolution part of your customer experience strategy?

Brands across industries have spent the past decade reinventing the customer experience (CX) for the digital age. They’re using mobile apps to drive brick-and-mortar sales and leveraging in-store behavior to drive online purchases. They’re tapping into location data and experimenting with virtual reality. They’re integrating data from various channels to push targeted, personalized messaging. However, […]

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Serve your customers by serving your employees

These days, customers expect an engaging, personal experience across all of their interactions with you. And if you don’t measure up, it’s simple for them to take their business to a competitor. This environment puts incredible pressure on companies to improve how customers engage with their brands, but it can sometimes leave employees in the […]

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Beyond Game, Set & Match: How mobile can help transcend digital-only engagement

It’s that time of year again. Finals are approaching, the rain is dwindling and 13 days of unforgettable tennis is drawing to conclusion at The Championships, Wimbledon. The perfectly cut grass and all that comes with it at The Championships represents an event of British character in its truest sense. Guests far and wide have visited SW19 in […]

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