Experience Matters

APRIL 7, 2015

Rick Meyreles (VP – Global Voice of Customer, World Service at American Express), Jen Rodstrom (CX Transformist at Temkin Group), and Bruce Temkin (Managing Partner & CX Transformist at Temkin Group). Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge. Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Currency Alliance

DECEMBER 4, 2023

Such priorities might include getting all your data in one place, adding data security measures, or deploying modern campaign management capabilities. And, since Currency Alliance is not in the data management business, I hope these trends are considered as unbiased.

Loyalty 59

Loyalty Trends Data Marketing 59

Currency Alliance

NOVEMBER 17, 2020

The sixth trend – to be present and compete in marketplaces – will become a new, but pressing objective for brands that have been operating in silos – since it is now patently clear that customers are interacting with brands beyond the brands’ own channels. travel or luxury goods).

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Avaya

APRIL 3, 2017

From finance to retail to hospitality, it seems virtually every industry is grappling with above-average customer churn. Think about it: if customers aren’t connecting with a brand using one of their three personal mobile devices , they’re leveraging a myriad of other channels and connected platforms to research, communicate and engage.

Customer Journeys 57

Customer Journeys Contact Center Data Omni-Channel 57

Qualtrics

OCTOBER 10, 2019

Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. Multiple channels, one customer relationship. There’s staff selection and training, the way employees are managed and the degree of autonomy they have in their interactions with customers.

Retail 34

Retail Travel Multi-Channel Fashion 34

Currency Alliance

NOVEMBER 14, 2019

disconnects between company leadership and management. Since customers are losing patience with brands that don’t recognize them as people, or enable consistent, multi-channel engagement, this priority remains over-arching in 2020. A DSW manager, speaking on the software upgrade, reported….

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

West Monroe

JANUARY 23, 2022

How will each point of the triangle contain costs, approach consumerism, and manage growth—all at the same time? Reining in operating costs and managing costs of care have continued to be top priorities across the industry—a task that will be enabled by a range of digital technologies. The answer is nuanced, of course.

Healthcare 52

Healthcare Multi-Channel Consumers Trends 52

West Monroe

JUNE 20, 2022

in 2019 for $5 billion, has since more than doubled in revenue , in part through recent acquisition of $2 billion specialty animal hospital and emergency medicine providers. Market expansion for high-growth regional, multi-regional, and national provider platforms. referral management, patient intake, service documentation).

Healthcare 52

Healthcare Trends Analytics Multi-Channel 52

West Monroe

JUNE 20, 2022

in 2019 for $5 billion, has since more than doubled in revenue , in part through recent acquisition of $2 billion specialty animal hospital and emergency medicine providers. This means that each practice location is managing its own siloed datasets and processes (e.g., referral management, patient intake, service documentation).

Healthcare 40

Healthcare Trends Analytics Multi-Channel 40

West Monroe

JUNE 20, 2022

in 2019 for $5 billion, has since more than doubled in revenue , in part through recent acquisition of $2 billion specialty animal hospital and emergency medicine providers. Market expansion for high-growth regional, multi-regional, and national provider platforms. referral management, patient intake, service documentation).

Healthcare 40

Healthcare Trends Analytics Multi-Channel 40