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
Category: Customer Engagement
The Role of the Persona is Shifting
I have been a proponent of using Personas to assist in the design of digital interfaces since 2003. I still believe in them, but I
A Good Customer Experience is a Positive Company Outcome
Customer experience can have numerous meanings, mostly likely driven by where you work in a company. I have been polling people for a while now
Say Goodbye to the Call Center
Earlier this week I attended the Customer Response Summit in Hollywood, Florida. It’s an In The Know event, a company that stays on the forefront
Facebook is a Tough Place for Brands to Call Home
There’s no denying that Facebook is becoming a major channel for brands on the planet. I spend quite a bit of time there and likely
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
Expedient MEANS 