Rob Daleman

A Path to Customer Experience Excellence

You may already know that it’s critical for your entire organization to work together to create the experience your customers want and expect. You know that consistent, relevant and personalized customer communications, delivered via print, email, web portal or mobile channels, are important touchpoints...

Integrating Digital Touchpoints Into the Overall Customer Experience

As companies rush to understand and adopt digital channels, it is generating complexity, confusion and a growing disconnect in most customer journeys today. As organizations bring on new channels of communications for their customers – including social channels, chatbots, mobile apps, mobile sites,...

Dear Banker, it’s time to put the customer at the center of your onboarding...

Few industries are feeling the effects of digital transformation more deeply than financial services. According to Celent, in the last five years the global investment community has been ramping up investments in technology start-ups, specifically targeting the financial services industry. By the...

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 customer touchpoints and social outreach. These business now see CX as a key business objective, not only for attracting customers,...

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 help you make your communications more impactful and engaging. But do your customer communications pass the Marshmallow Test? In the...

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 your organization takes customer engagement seriously, you may even have created a customer journey map to track your customer interactions...

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 palms getting sweaty? Fear not. Migration can be a difficult undertaking, but it doesn't have to be. When it comes to Customer...

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 that are sure to help you get the most out of your customer communications to drive a great customer experience...

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