Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

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Omni-Channel Self Service Consumers Meeting 104

Thunderhead

JULY 2, 2018

Part of a local movement to foster innovation and economic success, these societies were considered radical – far removed from the received wisdom that profit should be the key force driving financial institutions. And of course, these new online experiences must align with those provided so brilliantly ‘in branch’.

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Customer Engagement Engagement Banking Financial 40

C Space

JUNE 10, 2019

In 2017, Hurricane Harvey kicked off an historically destructive storm season, devastating parts of Texas and ultimately matching Hurricane Katrina as the costliest hurricane to hit the United States. Christina turns stats to story and is the lead architect of our Customer, Experienced. Subscribe to the Outside In podcast: Innovation.

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e-support Customer Centricity Multi-Channel Innovation 53

Qualtrics

OCTOBER 10, 2019

To provide the levels of ease and personalization customers now expect, brands must engage their audiences seamlessly across all touchpoints. Multiple channels, one customer relationship. The consumer experience is no longer just a matter of going shopping in a store or pulling out a device to make a purchase online.

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Retail Travel Multi-Channel Fashion 34