So You Say You Have a Customer Experience Strategy?

Your customer experience initiative needs to live within your overall strategy rather than just in your marketing messages. I spend almost all of my time helping companies with their customer experience strategy. Operational customer experience management (OCEM) takes strategy and embeds it into daily operations making it come to life every day. Bear with me [...]

By |Customer Experience|

Better Financial Services through a Better Connected World

The financial services industry is feeling the impact of the digital revolution. Maintaining growth and profitability is an enormous challenge for banks as they need to keep tinkering with the customer experience, not only to provide financial services for their customers, but also to stay more relevant in customer’s lives and keep their attention.    [...]

The Role Of AI In Customer Experience

Artificial intelligence can be successfully employed to provide an intelligent, convenient and informed customer experience at any point along the customer journey. This will result in re-imagined customer experiences and end-to-end customer journeys that are integrated and more personal, so that they feel more natural to customers. 3 Building Blocks for Successful Application of AI [...]