Peter Mullen

You Need To Build A Continuous Improvement Strategy For Data Privacy Now

In my last couple of articles, I introduced a business strategy that Gartner calls ContinuousNEXT - an evolution of what we now call ‘digital transformation’ into a business that is constantly able to adapt and change. I’d like to continue on this theme for...

How Culture Plays A Key Role In Continuous Improvement

In my last article, I introduced a business strategy that Gartner calls ContinuousNEXT - an evolution of what we often call ‘digital transformation’ today into a business that is constantly able to adapt and change. I’d like to continue on this theme for a...

Going Beyond Digital Transformation

It seems that every major company has worked their way through a digital transformation program at some time. They are often launched when a new CEO or CIO decides that a change is required because the company is obviously heading in the wrong direction....

Millennials and Credit Cards: Opportunities for Conversion

That long-anticipated moment is here: millennials are now the largest generation in the United States. They have represented the largest segment in the workforce since 2016, but as report after report has shown, the one area they lag in is credit card ownership. Until now....

How to Beat 50% of Your Competitors in the Customer Loyalty Arena

Everyone’s talking about driving a more data-driven customer experience (CX) – but is this all just talk? A scary 52% of organizations rely on educated guesses or ‘gut feelings’ to make business decisions. We now have enormous access to customer data at our fingertips – yet 80% of data...

Authentic Versus Data-Driven Personalization

According to Gartner, by 2025, 80% of marketers who have invested in personalization will abandon their efforts due to lack of ROI, the perils of customer data management, or both. In fact, Gartner reports that 27% of marketers believe data is the key...

6 Crucial Considerations Before Investing in Contact Center AI

Everywhere you look, artificial intelligence (AI) is making headlines – and for good reason! One Gartner survey predicts that by 2021 15% of all customer service interactions will be addressed by AI. It’s changing the very nature of contact center work. But behind the...

How to Let Seasonal Contact Center Agents Down Easy

Year after year, businesses around the world hire extra contact center staff for a holiday period that extends from roughly mid-October to February. Then, they have to let them go. Yet, despite the rise of work-at-home agents and the gig economy, finding, managing and retaining...

Using Customer Feedback to Enhance Product Design

Let’s start by stating the obvious: To ensure customer excellence, we need to understand our customers and their needs. While this is the basis for every customer excellence program, it does bear repeating. Oftentimes, it’s easy to get caught up in what we think is...

Why You Can’t Have CX without EX

When companies spend time ensuring their employees are engaged, the results speak for themselves. According to CX futurist Blake Morgan, companies with highly engaged employees outperform their competition by 147%. Further, 79% of employees at companies with above average CX are highly engaged in...

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