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Posts Tagged with cx

#AdobeChat Recap: CX and Digital Transformation

There are certain things that are better together. Just like cookies taste better with a glass of milk, customer experiences are always better with digital transformation. During the most recent #AdobeChat, we discussed CX and digital transformation with special guest Brian Solis. Here are some of the highlights: What’s the problem with thinking CX and […]

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Phygital – It’s More than a Buzzword

Two weeks ago I spoke at the annual SPECS Show. The retail-focused conference was centered on the physical aspects of running a retail business today, but there was also a dedicated track for discussions around digital trends. I gave a presentation on how digital and physical can meld, aka, PHYGITAL. Buzzwords aside, customer behavior trends […]

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How Adobe Experience Cloud Impacts Customer Experience: Pt 1

In less than a week, Adobe will hold its annual Adobe Summit – Digital Experience Conference in Las Vegas where more than 15,000 people are expected to attend and learn about Adobe Experience Cloud.  We often hear people at our clients say, “we are buying Adobe”, without really specifying what Adobe product they are purchasing.  […]

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Transform Your Business with a Digital Experience Platform

With the increased demand for personalized and connective experiences, it’s unsettling that so many businesses are still wasting resources trying to piece together systems that weren’t designed to work together. Not only are they unsuccessfully trying to blend these solutions, but many organizations are managing them with separate processes. Executives increasingly recognize the importance of […]

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mobile by design

Instead of Mobile-First, How About Mobile-By-Design?

While this year’s NRF was full of the promise of AI and machine learning to enhance customer experiences across digital channels, I couldn’t help but think that while AI is exciting, sexy, and can probably deliver on the promise of great CX once fully implemented and refined (over time), what about a customer’s experience right now?  […]

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Video: Optimizing Omnichannel Experiences for Lids Sports Group

Customers may not be fully aware of all the moving parts and pieces that combine to form their retail experience, but they do notice when the journey is disjointed across a retailer’s various channels. Whether a customer is shopping online, skimming through a brand’s social media, or visiting a brick-and-mortar store, the customer experience should […]

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Founded on Experience: Ideas from IRCE 2018

Last week, a few thousand online retailers, suppliers, and I packed the halls at IRCE 2018, this year’s installment of the Internet Retailer Conference and Exhibition. Retailers large and small came to share and learn in Chicago, where almost 150 years ago Aaron Montgomery Ward founded his pioneering mail-order catalog business. Ward was spurred on […]

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The CVS and Aetna Merger: An RX for CX?

I doubt you’d be surprised to hear that the US healthcare system is not in great shape. News reports remind us often that the $3.5 trillion behemoth is the world’s largest and most costly—and yet far from the most effective. The US spends twice per capita on healthcare compared to other leading economies, even as […]

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End-to-End Service Elevates Customer Experiences, Research Finds

Companies capable of delivering “end-to-end” customer service entering 2017 are well-positioned to lead their industries throughout the year, according to new Forrester research. The independent technology and market research firm’s January 2017 report titled Elevate Your Customer Experience With End-to-End Customer Service includes examples of customer service performances from a handful of top-tier consumer market […]

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[Guide] Is It Time to Update Your CX Platform to Sitecore?

Adopting a new customer experience platform can be costly and challenging, but the risk of not keeping up with the latest technology could be even greater. When your platform can no longer provide the functionality and flexibility that your business needs to compete, it’s time to take a hard look at your legacy system and […]

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