Author Archive | Michael Hinshaw

Mobile: The New Heart Of Digital Customer Experience

Blog post by on February 28, 2014

Last month, Econsultancy and Adobe published their Quarterly Digital Intelligence Briefing: 2014 Digital Trends. According to Econsultancy, the report highlights key digital trends, challenges and opportunities which marketers need to be aware of during 2014, and is …

The Case for Improving Employee Experience: Love and Money

Blog post by on February 8, 2014 Editor's Pick

Over the last few years, the case for improving customer experience has been gaining significant traction in executive suites around the world. After all, companies that deliver a better customer experience than their peers have higher market …

Simplicity-Minded Customer Experience

Blog post by on February 4, 2014 Editor's Pick

Simple customer experiences. Sounds logical, doesn’t it? After all, what company would set out to purposefully make the customer experience complex? And what customer would want anything but a simple experience?Yet many customer interactions appear to be …