Category: Cross Channel Experience

• Brand Convergence Cross Channel Experience Culture Customer Engagement Customer Experience Customer Service Design Forrester Research Multichannel

  Outside In: Forrester Customer Experience Forum 2012

  Last week a steamy New York City hosted the Forrester Research Customer Experience Forum, Outside In: The Power Of Putting Customers At The Center Of Your Business. The forum content was carefully designed to support and provide real world examples connected to the upcoming book Outside In by Kerry Bodine and…

  July 1, 2012
• Convergence Cross Channel Experience Engagement Metrics Multichannel Social Media

  eMetrics Marketing Summit 2011 – Data Storytelling

  This was my first eMetrics Summit, and I must say I was quite impressed all around. I was asked to present and sit on a panel about social media metrics and so I arranged my schedule to specifically attend that Monday session. Fly in late Sunday and back out early…

  March 15, 2011
• Cross Channel Experience Culture Customer Engagement Customer Experience

  Can Customer Experience Drive Business Decisions?

  Companies are getting more serious about delivering a better customer experience. Thanks to research firms, passionate consultants and champions inside company walls, senior executives are more aware of CX and willing to support staff and programs to improve it. So how far will they go? Right now it’s about making…

  February 10, 2011
• Cross Channel Experience Customer Experience Customer Service Forrester Research Social Computing Social Networks Usability User Experience

  Forrester Consumer Forum 2008: Maslow is Dead – First in a Series

  I attended the Forrester Consumer Forum in Dallas earlier this week. It was my 16th Forrester event which speaks volumes about how I respect the company, value their people and study their work. It’s a day and a half of data, insights and big thinking with a sprinkling of small…

  October 31, 2008
• Cross Channel Experience Customer Experience User Experience

  Another Cross Channel Failure – Mellon

  I received a mailing from Mellon Investment today with a request to identify and certify my taxpayer information. I was provided with two ways to carry out this request; over the phone or through the Internet. I had already set up my account so online was an easy choice. I…

  July 15, 2008