COVID highlighted the need for every company to be digital. But many companies face challenges when undergoing a digital transformation.
10 years ago, people used to email, call, or text their friends and family. Today, the vast majority of conversation happens via messengers.
Business communication is set to follow the same pattern.
According to... See Notes for This Episode →
At the height of the COVID pandemic in spring 2020, toilet paper and hand sanitizer were the hottest items on store shelves. The search for these essential items... See Notes for This Episode →
Of all the industries to break into, the beverage space is among the most difficult. The hyper-competitive market and domination from big brands make it incredibly challenging for... See Notes for This Episode →
It’s something all customers have faced: they have a problem or question, but the only way to resolve it is to wait on hold with the contact center... See Notes for This Episode →
Loyalty programs are an important part of many brands’ customer engagement strategies, but yesterday’s loyalty programs won’t necessarily be successful today.
According to Francis Hondal, President of Loyalty &... See Notes for This Episode →
Just weeks after Sarah Steinhardt had her first baby, she had to make a quick run to the store to get more diapers. On a New York City... See Notes for This Episode →
E-commerce has seen tremendous growth during the COVID-19 pandemic.
But with so many customers going online, it’s never been more important for brands to make their products visible.
According to Sarah Hofstetter, President of... See Notes for This Episode →
For many people, the days of going to the bank to make a deposit or cash a check are gone forever. Like in many industries, the Covid-19 pandemic has led to a... See Notes for This Episode →
It’s a common situation for customers: spending time on a company’s app or website and then having to call customer service for help. Even after spending time searching online, the customer still... See Notes for This Episode →
Every year, I make predictions for what’s to come in the world of customer experience. After doing this for seven years, I’ve gotten pretty good at predicting trends that really do end... See Notes for This Episode →
After a wild 2020, many companies are looking forward to 2021 and hoping to proactively engage with customers instead of reactively building or changing programs and services.
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In the midst of a global pandemic, pharmaceutical companies around the world are rushing to develop a vaccine to COVID-19. In an industry that typically takes years to create, test and market... See Notes for This Episode →
Most companies and consumers know they should fight against climate change and want to make a difference, they just don’t know how.
With carbon emissions increasing across the globe, it can feel overwhelming... See Notes for This Episode →
After months of quarantine and isolation, consumers are slowly starting to adjust to a new life with COVID-19. As stores reopen and re-adjust, they are faced with customers who are drastically different... See Notes for This Episode →
The B2B space is often an overlooked area for customer experience. But customer-centric experiences are crucial in the B2B world and come from listening to customers and continually evolving.
When Kristi Langdon joined... See Notes for This Episode →
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With a wealth of customer data available, companies have more opportunities than ever before to deliver personalized customer experiences. But creating a... See Notes for This Episode →
After months of stay-at-home orders and closed doors, small businesses across the globe are starting to reopen. But the world they face... See Notes for This Episode →
In the uncertainty of the COVID-19 pandemic, most people are now balancing numerous responsibilities: working from home, keeping their kids entertained, stressing... See Notes for This Episode →
Women like Beyoncé command attention, both on stage and in the boardroom. But channeling your inner Beyoncé starts by avoiding a common... See Notes for This Episode →
Digital transformation is everywhere these days. But the idea of updating everything about how a company works and interacts with customers can be overwhelming. Comcast’s recent digital transformation... See Notes for This Episode →
Some people say millennials don’t golf. That might be the case in the normal world of golf, but at Topgolf the stats show a different story. 51% of Topgolf... See Notes for This Episode →
It’s an age-old marketing question: do you focus on all our customers or only target those who are most likely to drive results? According to Dr. Peter Fader, marketing... See Notes for This Episode →
It’s been a good year for Marriott International, with an estimated market value of $35 billion (according to Forbes). Just five years ago Marriott stock was $36 dollars, today... See Notes for This Episode →
Machine learning is a powerful way to access information about your customers in order to personalize the experience to meet their needs. James Staten, chief strategy officer for... See Notes for This Episode →