Bold360

AUGUST 18, 2020

COVID-19 and today’s almost fully remote workforce have forced many organizations into “scramble mode” as they’ve rapidly adopted digital-first approaches to employee and customer experience (EX and CX). Customer Engagement Maturity (CEM): Where Are You & Where Should You Be? Trends Shaping Customer Engagement & CEM.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

Beyond Philosophy

JUNE 1, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Loyalty programs continue to grow, but they are also tending to become more closely integrated with brand-building and multi-channel customer experience optimization. Michael Lowenstein, Ph.D.,

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. Are customer experiences ‘human’ and branded? Michael Lowenstein, Ph.D.,

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60