Diana Serrano

The Smart Workplace: Bridging the Gap Between Physical and Digital

You’ve probably heard buzzwords such as “digital workplace experience” and “smart buildings”. Curious? It’s really quite simple: it all comes down to how technology can best streamline business communications and activities, making employees’ lives easier. Employee expectations are evolving; tech-savvy individuals prefer their employer...

Customer Experience: The Great Generational Transformation

Photo courtesy of Pexels You’re likely aware that customer experience, or “CX”, it a much talked-about business concept. According to Forrester, it can be defined as “how customers perceive their interactions with your company”. This is a concept with a very long history -...

Defining Managed and Unmanaged Touchpoints in the Customer Journey

When it comes down to the grit and grime of business and marketing - there’s only so much you can control. What and how your existing and prospective customers perceive you is a delicate 50/50 balance. Yes you can perform your due diligence and...

Executive Interview: AI and the Customer Experience Journey

Inside the CX Universe with @LeonPapkoff Artificial intelligence made it onto every “trend to watch in 2019” list. But how does this technology play into customer experience? Are businesses truly ready to sit back and watch as AI does all the work? I discussed this...

Where Are All the Tech Giants Going?

Why Successful Companies Are Expanding HQs *Photo courtesy of Pexels A company’s headquarters has become much more than just office space - it’s the heart of the organization’s digital transformation. According to Bisnow, one of the biggest trends in commercial real estate in 2019 is…

Want to Build Positive Customer Experience? Start with Your Employees

Photo courtesy of Pexels Delivering an optimal customer experience is, without a doubt, one of the most critical aspects of building a successful business. It is what directly influences the relationship between customer and brand, and helps drive loyalty. Many businesses are currently spending a...

Shifting to Digital Corporate Communities

Photo courtesy of Pexels Mobile Tech and Online Social Communities are Vital to the Future of Corporate Engagement Strategies The needs of the modern organization are vastly different from just a decade ago. Many factors have driven this change, but in this article we’ll explore...

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