Perfecting Customer Experiences with Frictionless Personalization

In my first blog post discussing using personalisation to deliver a seamless customer experience, we delved into context marketing strategy. This follow-up post considers how the people prerogative and frictionless personalisation impact user experience. The People Prerogative While all big brands will have people on hand who are familiar with customer experience management, there is […]

Focus on Customer Experience for a 3 to 1 Return on Your Investment

Research shows that customer experience is the single most important investment companies can make to drive competitive advantage.  Articles from Harvard Business Review to analyst reports have been highlighting this for some time. But, what is it really worth in hard dollars and how do you make the case for investment? A new global study […]