Tom Hoffman
Tom Hoffman
Tom Hoffman is Executive Business Editor at 1to1 Media in Stamford, Connecticut where he's responsible for overseeing the organization's custom content operations. As part of his role, Tom works directly with companies to develop articles, executive Q&As, case studies and webinars.
M&A Due Diligence: Evaluating the Customer Fit
When company executives explore mergers and acquisitions (M&A), they typically focus their due diligence on key areas such as the strategic fit between the...
Addressing the Role of Emotion in Customer Experience
There are multiple components that shape a customer's experience. The level of effort required on the part of a customer to interact with a...
Preparing for Increased Call Complexity in the Contact Center
As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls...
How AI is Shaping the Future of Customer Experience
Booking.com, a brand within Priceline Group, is planning to begin using artificial intelligence (AI) to create personalized travel options for customers. According to Seeking...
How Customer Identity Management Can Improve the Customer Experience
There's a goldmine of valuable data in the cross-channel interactions customers conduct. 1to1 Media's Tom Hoffman recently met up with Jason Rose, Gigya Senior...
Want Customer Loyalty? Don’t ‘Nickel-and-Dime’ Them
One of the most infuriating things for customers is when they are hit with hidden or unexpected fees. Prime examples include being slapped with...
Shep Hyken: The Future of Customer Service
Customers are increasing their use of digital channels such as mobile and social media to resolve product and service issues and receive support from...
Breaking Out of Your Customer Experience Comfort Zone
Last week was the 8th grade formal for my daughter Caroline's class. Leading up to the dance, her friends informed her that a certain...
Next Best Action: It’s Not Always About Making the Next Sale
When people think of next best action marketing, they often associate it with steps that marketers can take to apply everything that's known about...
Improving the Patient Experience via a Medical Internet of Things
The Internet of Things is generating a mix of both excitement and apprehension around opportunities for transmitting data between connected devices and new services...
Spreading the Word on Customer Experience Initiatives
Earlier this month, I had the privilege of moderating an attendee discussion at Walker Information's B-to-B Customer Experience Summit in Denver on best practices...
Study: What CEOs Really Think About Customer Experience
As the leader of the company, the CEO often sees himself or herself as the person who is ultimately responsible for the customer experience....
In Content Marketing, Every Picture Tells a Story
I was recently reviewing a design of an e-book I'd written when the content jumped out at me. It wasn't the words I'd crafted,...