Category Archives: Customer Experience

Customer service airline

Building a customer-centric culture – Top tips for employee buy-in

To deliver the great customer experiences that foster brand loyalty and increase profitability, businesses need to embrace a customer-centric culture across their enterprise. Research often shows that positive customer experiences trump price, and satisfied customers are more likely to maintain a long-term relationship with a company, and recommend it to family and friends. As a

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Finovate: fintech innovation

Innovation in Financial Services – Fall Finovate 2015

Twice a year technologists, bankers, regulators, press, innovation gurus, and more gather for what has been described as the “Disneyland of Fintech.” The Finovate Group convenes what has become the signature event addressing financial technology and innovation, Finovate. Think of it as technology speed dating. 72 companies will take to the stage to demonstrate their

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Airline pilot and passenger

Measuring the progress of a customer-centric culture shift

Building a customer-centric culture takes time, and the results are not as easy to gauge as other, more quantifiable strategies. So why prioritize customer obsession? And how can companies measure the progression of their customer experience (CX) culture transformation? For most industries, a better customer experience not only corresponds with higher revenues, it also creates

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Make a name for yourself

Creating names for companies, products, services, and features is a component of branding most take for granted. Ask someone who’s gone through the process and you’ll hear it’s anything but simple and often rife with issues. Let’s just say, few to no successful names came from an ad hoc group brainstorming over pizza. To ensure

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Beyond Big Data: Big Text Analytics

Big Data is valuable for businesses because it can identify trends, uncover emerging issues, and forecast business outcomes. Yet leading companies are thinking beyond Big Data, and using Big Text Analytics to create a more comprehensive, intelligent customer analysis. Businesses can enrich Big Data with Big Text to develop a better understanding of customers, and

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How to align your brand promise and customer experience

Having a tough time aligning your brand promise and customer experience? It’s not easy. Delivering a consistent customer experience every time takes employee buy-in at every stage. Your entire organization needs to be customer obsessed to reach brand experience maturity. In a recent Forrester® report, 34% of marketing leaders surveyed point out that “having a

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Powering customer experience in the utilities industry

You’re a big, bright utility company, and you’ve often been squeezed by rising costs, aging infrastructure, and regulatory concerns. But one thing you rarely worried about was customers. They were just there. However, now the landscape is changing and consumers have a choice. How will you meet evolving demands and differentiate your company to win

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