Gartner Says Weak Mobile Customer Service Is Harming Customer Engagement

Weak mobile customer service is harming customer engagement, according to Gartner, Inc.




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Why CRM data is having a moment

Tech advances have made CRM and display increasingly indistinguishable in the eyes of some marketers.


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A Broad Partner Ecosystem is Pivotal To Delivering the Total Customer Experience

Many highly successful companies have a common characteristic- their customer care strategy is supportive of, and in alignment with, their corporate brand




Q: How to Dig into Your Consumers’ Needs A: with Naivety

In an inspiring conversation with Terese Alstin, co-founder of Hövding, the invisible helmet company, Cesar Malacon highlights the innovator’s ability to remain naïve when developing new products and introduces a contemplative approach to find…




The Year That Will Be: Predictions for Customer Experience in 2015

2014. It flew by before we could truly get to know it — but it was no less of a big year. How will it be remembered? The Year of Comcast? Of Uber? Of Amazon?




The Art and Science of Content Engagement

Achieving successful content engagement relies on higher-order understanding and advanced techniques.


The amount of information delivered to consumers today far exceeds the amount we can take in. In 2015, the amount of media delivered will exceed 74 gigabytes daily, which is equal to approximately nine DVDs worth of data sent to the average consumer on a typical day.

To date, we’ve responded to this by increasing the number of hours we spend with media, and by attempting to “multi-task.” Americans are expected to consume media for an average of 15.5 hours per person per day in 2015, not counting workplace time. Depending on what combination of devices we’re using, we spend more than half of this time with multiple screens.

In “How Much Media? 2013 Report on American Consumers,” the author writes:

As we increase the number of simultaneous media streams going into the home, and increase our multi-tasking behaviors, a lot of content assumes the role of background or secondary content streams. Moreover, this increasing level of multi-tasking is creating competition between media streams to be the dominant stream at any one time.