Rob Daleman

Critical Focus Areas for Customer Experience Improvement

Organizations continue to intensify their focus on customer experience (CX), realizing significant benefits are possible if they pull together traditional customer service, stronger multichannel...

Graduate from the Marshmallow Challenge to the Marshmallow Test

Congratulations! Your customer communications have passed the Marshmallow Challenge – you have started A/B testing and tracking customer interactions and using this feedback to...

Do Your Customer Communications Pass the Marshmallow Challenge?

If you are like most organizations, you put a lot of time, energy and pride into the creation of your customer communications. If...

Tech Migration Can Be Scary. There, I Said It

What feelings come to mind when you hear the words 'technology migration?' Did you feel your blood pressure begin to rise? Are your...

Six ways to improve your customer experience in 2016

January is behind us, and a new year gets well underway. Here are some of the emerging trends that we saw in 2015...

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