“Customer for Life” Is an Architecture, Not an Ambition
Adapted from The Customer Excellence Enterprise: A Playbook for Creating Customers for Life By Wayne Simmons and Tom DeWitt, Ph.D. No company sets out to create customers for a single transaction or moment. Ask any leadership team what it wants and a familiar answer...
From Personalization to Autonomous Action: Securing AI Driven Customer Experience
Artificial intelligence is changing customer experience faster than most companies expected. Businesses are moving past simple chatbots and scripted automation. AI can now work out what a customer wants, look at their history, suggest what to do next and in some cases...
When Did You Stop Caring? The Call to Reignite Humanity in a World Obsessed with Efficiency
Q&A with Natalie D. Beckerman, Executive Vice President, Chief Business Officer, iQor Known as The Global Customer Experience Connoisseur, Natalie Beckerman is an internationally recognized titan in the world of customer experience. Her new book, When Did You...
Unlocking Competitive Advantage: The Strategic Power of Enterprise Customer Intelligence
In today’s competitive landscape, organizations have access to more customer data than ever before. Advanced analytics, Artificial Intelligence (AI), Voice of Customer (VoC) ecosystems, Customer 360 platforms, and behavioral intelligence have dramatically expanded the...
