As I conduct more interviews with IT professionals, it’s clear financial services companies are investing in CX.
Here are two instances of poor business practices that lead to customer experience failure — from the same insurance company.
A year ago, most companies had no clue where all of their customer data resided, let alone whether or not it was secure. With the imple
Document your CX best practices so everyone in the company is aware of them, as well as the commitment to providing a great CX.
I have urged many companies to differentiate on the basis of wow customer experiences, because the bar is so low. It’s also easier for
I continue to urge companies to differentiate on the basis of customer experience — the bar is so low, it’s doesn’t take a lot of
There’s been a movement in IT during the past seven or so years to adopt a DevOps methodology; whereby, developers and operations are
As companies work to define an exceptional customer experience, my guess is few of them think about the security of the customer and
Customers like self-service. This makes sense when you already have a relationship with a company and you’re just trying to execute a
I’m fine with companies collecting my data; however, how about providing me something in return?
First, let me say I am a huge fan of big data and analytics. The more data you have, the more accurate your machine learning model will
B2B and B2C companies — use data, AI and ML to find out what will make each of your customers’ lives simpler and easier to earn