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 […]

Thriving in the Age of the Customer

Empowered customers are changing the market fundamentals for virtually every industry, forcing companies to reinvent their strategy and operations. Gartner Research reports that 89% of companies expect to compete mostly on the basis of customer experience. But according to Forrester, with only 5% of organizations feeling that they have mastered digital to a point of […]

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