“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...
Your Next Customer May Not Visit Your Website
AI agents are changing where customer journeys begin and exposing what companies have left messy underneath. Your next customer may never touch the journey you spent months improving. They may not visit your homepage, open your app, read your comparison page, scroll...
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...
