2 articles

The Customer Experience Accelerator You Can’t Afford to Ignore

From retail to healthcare and insurance, the Internet of Things is personalizing interactions to a level we are just beginning to imagine.

If you’re not considering the Internet of Things as an important component in your customer experience (CX) toolkit, you’d better rethink your CX strategy – and fast. Why? Because CX is hard to do. We’re falling quite short, and we cannot afford to overlook anything that could provide an advantage – particularly one as significant […]

Contextual Engagement: Moving from Brains to Hearts (and Wallets)

How the LEAP approach – listening, empathizing, analyzing and propelling – can build relevant communication with customers.

My favorite marketing book, one I read every few years, was authored in 1999. No, that date is not a typo. It was 1999. The internet was entering its “tweens,” the first downloadable content for mobile phone (ringtones) had just made its debut and the dominant marketing activity was “spray and pray” – direct mailing […]