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Thought Leadership Articles

Combating the ‘Amazon Effect’ to Close the Gap Between Customer Experiences and Expectations

The AMAZING is now the EXPECTED The age of the ‘expectation economy’ has turned what was once the amazing or unusual, into the expected. Can...

Brand Loyalty is About Engagement, Conversion and Retention. Not Points

During the Mad Men-era of advertising in the 1960s, there was a significant creative revolution that changed how products and services would forever be...

Culture May Eat Strategy for Breakfast, but CX Prefers Pizza for Lunch

God. Football. Pizza. That’s the life priorities in my small hometown of Berwick in Northeast Pennsylvania. When alone, some locals will confide that their priorities...

What Changes are Warranted in CRM Systems for Compliance with California’s New Privacy Act?

The California Consumer Privacy Act of 2018 (AB 375)1 is expected to set a new standard for consumer rights regarding collection and usage of...

Think Tank Discussions

The paradox of customer experience: human interfaces versus artificial intelligence (AI)

November 5, 2018 Let's talk about one of the most important paradoxes in customer experience: the “Human Element.” Why is it a paradox? Well, it’s because it seems to be simultaneously the easiest part to understand, the easiest part to execute properl...

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