John Nash
How to Satisfy Customer Expectations for a Personalized, Omnichannel Customer Experience
A recent Marketoonist cartoon hits on the secret to delivering a personalized customer experience (CX). A little girl on Santa’s lap asks, “with iOS privacy changes and cookies going away, how will you even know if I’m naughty or nice?” Santa’s response? “It’s called...
Delight Travelers with Personalized, Omnichannel Experiences
For many vacationers, the ideal destination is anywhere that offers an opportunity to “get away from it all,” code for escaping the daily drumbeat of emails, meetings, calls, and being tethered to a device. The irony is that using digital channels is increasingly becoming...
Data Lake vs. a Robust, Dynamic CDP in Differentiating on CX
There is an expectation from consumers today that the brands they conduct business with know who they are. Whether interacting online, in-store, via a call center, on social media, an app, or any other channel, consumers trust that a brand knows something about them...
The Importance of Data Quality and How to Achieve It
While every organization recognizes the value of business data, there is still a lot of uncertainty and confusion about how to unlock its value to optimize business outcomes. One barrier is simply the sheer volume of customer data from an increasing number of sources;...
How Retailers Can Drive Loyalty in the Online Return Era
According to the new Retail CFO Outlook survey from accounting firm BDO, 46% of retailers are accelerating digital transformation plans in response to the disruption over the past 12 months, with 44% taking advantage of new opportunities for product/service innovation. One focus area retailers...
Why Creating a Personalized Customer Experience Will Impact the Future of the Retail, Healthcare...
A pressing need for brands to deliver a personalized customer experience (CX) has been evident for years. In consumer research we recently conducted with Dynata, 70% of consumers surveyed said they will shop exclusively with brands that personally understand them. This is a...
The Great Divide in Digital Transformation: Personalized CX
In February, Redpoint Global partnered with Dynata to survey more than 1,000 U.S. consumers about their experiences with healthcare organizations which, to no one’s great surprise, were not entirely positive. More than half of consumers surveyed, for example, said that they would rather wait...
How to manage a healthcare consumer’s experience: Q&A with Craig Thomas, CEO and Co-Founder...
Healthcare consumerism is a movement that recognizes the healthcare consumer as empowered to become more involved in their healthcare decisions. It defines and prioritizes an overall healthcare journey as more than the sum of its parts, meaning an individual’s interactions with a health insurance...
Healthcare Innovations: How to Drive Revenue and Reduce Care Gaps While Improving Health Outcomes
The healthcare industry has been upended by the COVID-19 pandemic. While it wasn’t a foreseen or necessarily welcomed change, it has served as a reminder that digital transformation is at the core of improving outcomes for consumers. Whether in telemedicine, IoT medical devices, mobile...
Marketing in 2020 and Beyond: How to Close the CX Gap
The start of a new year (and a new decade) is a natural time to reflect on what happened the year before and plan for what’s to come moving forward. As marketers, we should ask ourselves how we can narrow the gap between customer...
How Personalization Improves the Healthcare Experience
With the incredible amount of changes in the healthcare system, the search continues for the best ways to improve outcomes while reducing costs. One of the keys is for healthcare payers and providers to rethink how they engage with consumers, in ways...