Customer Experience Whitepapers

Customer expectations have grown tremendously, as their experience with a brand has become one of the most important factors that determines if they’ll purchase again from a company. These rising ex...

Today’s banking customer has strong opinions about their banking experience. “The Amazon Effect” has raised consumer expectations exponentially. A consistent, personal, and relevant experience i...

Customer experience has become a primary source of competitive advantage. For organizations looking to enhance the customer experience and deliver responsive experiences across all customer touch poin...

The urgency to respond to customer demands is getting board-level attention. Providing better customer experience is the number 1 top objective for adopting a digital business strategy, according to I...

Consumers expect seamless, secure, and highly personalized customer experiences across channels. For international companies with multiple brands and digital properties, and millions of customers, thi...

Marketing isn’t what it used to be. You’ve got big data. You’ve got artificial intelligence. You’ve got GDPR and agile workflows. All which ladder up to the holy grail of creating an ever-bett...

Ninety-nine percent of your website visitors don’t buy anything, nor do they leave behind PII. So, if you can't identify them, you're missing a tremendous opportunity to engage them when it matters ...

Intermediate organizations have the basics well in hand. They’ve broken down silos, institutionalized customer centricity, and built a foundation of agile processes. However, to advance, CIOs and ot...

It's no surprise that a productive employee is an engaged employee, and an engaged employee is good for your business. In fact, companies with the most engaged employee enjoy 81% higher customer satis...

As a result of groundbreaking technological advances over the past 20 years, we’ve witnessed a massive shift in the way businesses are operated. What began as a quest to supplement brick and mortar ...