Category Archives: Customer Experience

Building customer-centric culture

How well does your company deliver customer experience excellence (and how can you get help)?

Your goal is clear. You want to build more profitable customer relationships to grow the business. That means creating compelling experiences that delight your customers and deliver what they want. And that starts with your employees. Every employee from the front-line to the back office needs to clearly understand what a great experience looks like

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3 tech trends to help you improve customer experience

Fintech Highlights from 2015 Fall Finovate Conference Whether your company is “customer-obsessed” or you’re earlier in that journey, improving your customer experience often starts with finding and fixing pain points. From the fix-it stage and beyond, it’s important to explore technology solutions that can help fuel innovation. In the financial services industry, the Finovate conference

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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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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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