|Tag: CRM

The ‘Always On’ Enterprise

By |2017-06-02T09:29:20-04:00September 19th, 2016|Categories: Customer Centricity, Metrics and ROI, VOC and Customer Insights|Tags: , , , |

For well over 100 years, businesses leaders have made decisions based on what is right for the business. Business profitability first. Everything else second. Why not buy cheap chairs for the restaurant? Why not focus on the efficiency of the call center instead of delivering better customer outcomes? Much of this thinking comes from entrenched systems [...]

Here’s a Notion Retailers Must Adopt

By |2017-06-02T09:29:24-04:00September 8th, 2016|Categories: Experience Design, Metrics and ROI, VOC and Customer Insights|Tags: , , , , , , , , |

During the second week of January each year, The Jacob K. Javitz Center in New York is home to the National Retail Federation’s annual retail show. It’s called the BIG Show because, well, it’s big. Hundreds of vendors to the retail trade and 30k+ delegates paraded through this year’s ‘store of stores’ in 280,000 square feet [...]