AGILENT CASE STUDY: Creating a Successful Online Community
Agilent Technologies, a global leader in instruments, software, services, solutions for life sciences, diagnostics and applied chemical markets, recently received the Big Kahuna Award for Excellence in Social Media Customer Service (The Selfie Award) at the 15th...
The Five Cs of True Omnichannel Experiences
When I first started designing omnichannel experiences just over 10 years ago, I couldn’t find much guidance. Mobile was still nascent; neither the iPhone nor the iPad had been launched yet. Digital marketing was only slowly moving past the blinking banner stage, and...
The Power of Turning a Customer Experience into a Positive Memory
You know the saying…. “You can’t please everyone,” but as customer experience professionals, that is exactly what we are trying to do. Let’s define what Customer experience means. Customer experience can and should include a lot of elements, however,...
Customer Experiences That Inspire Connection
Many of us view customer experience wholly from the perspective of the interactions a customer has with an organization and believe companies that are ‘customer-centric’ are those that work tirelessly to ensure that each consumer touchpoint is positive and seamless....