Are you Successfully Removing Experience Gaps from Your Omnichannel Journey?

As recent as 2014, leading analysts including Forrester, Accenture, IDC, Ipsos MediaCT, Sterling Brands and Google Think were building a case for the omnichannel model.[1] It was considered a competitive advantage that most retailers were unable to leverage. It has rapidly evolved from being something that only ‘sophisticated’ retailers pursued to something most retailers today […]

6 Ways Consolidation Creates Citizen Experience Success

Around the world, municipal agencies are trying to manage high service expectations from constituents. They are striving to do more – for more – with limited resources. And they are taking steps to ensure their efforts are meaningful and transparent. Consolidation may be one of the most reliable ways to achieve those goals. This lean […]

Why People Should Be at the Heart of Your Retail CX Strategy

Already in 2016 I wrote a post with a projection – “One Customer Experience Tool That Will Get Significant Attention in 2016”. I was at that point in time inspired by an article in Harvard Business Review arguing that technology lacks flexibility. When we’re interacting with a person and we’re having trouble understanding something, the […]

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