Four Ways to Enhance the Customer Experience Amid COVID-19

The COVID-19 pandemic has disrupted business across the globe. Retail stores, service centers and banks are closed or operating with new restrictions in place. Even as businesses begin a phased-in reopening, customers are relying on new channels to connect via voice, mobile, web, social and chat. Concurrently, organizations are finding it challenging to deliver the […]

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Four Ways AI Will Make a Difference in 2019

In 2019, artificial intelligence (AI) will increasingly become a mainstream presence in our work and personal lives, inspiring our purchase decisions and digging deeper into business outcomes and events. At the same time, expectations surrounding AI will also grow, as calls for transparency and fair play become too loud for businesses to ignore. Here are […]

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Embracing Customer-Centricity Your Way

  Some readers might remember the jingle from a certain well-known fastfood chain’s 1970s “Have It Your Way” campaign: “Hold the pickle, hold the lettuce. Special orders don’t upset us. All we ask is that you let us serve it your way.” The company was seeking to differentiate itself from a better known competitor by embracing […]

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How Digital Helps Etihad Take Flight

When Flight was Fun I’m old enough to remember the days when Mom made me wear my “Sunday best” to fly on an airplane. Smoking was permitted in the back of the plane. Flights were seldom full. A generous meal tray was served for free even on domestic flights. Today, flying is often a highly […]

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Dismal Holiday Season? Blame Digital.

Digital and the Demise of Retail Job growth has been unusually great. Gas prices are way down. Consumer sentiment is up. Back in November, everything was in place for a very merry and black holiday season. Yet in today’s WSJ, I read that Wal-Mart is closing more than 150 stores in the United States—its home […]

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