customer-centricity

DTNA embarks on cultural change with CX Day

We’ve long heard how customer experience (CX) leads to increased shareholder value. Over the past several years Forrester Research has invested in The Age of the Customer and states... ...Read more

Customer-centric resolutions to jump-start your new year

As we head into the new year, we’d like to share with you some of our favorite ways in which you can better meet the needs of your customers.... ...Read more

How a DMP can transform your customer-centric marketing

Can a Data Management Platform (DMP) accelerate your digital marketing? Ecommerce has replaced store openings at the center of retail growth strategy. According to PWC, almost 75% of all... ...Read more

Personalization strategy framework: Measure your business value

The case for personalization couldn’t be stronger, but many companies still struggle to find the path to their customers’ hearts. Forrester Research reports that more than two-thirds of brands today... ...Read more

Customer-centricity Q&A: Driving a top-down plan

An interview with Clay Walton-House, Customer Retention and Loyalty Lead, on customer-centricity Originally published on Colloquy.com Many organizations have tackled customer-centricity with varying degrees of success. To effectively establish... ...Read more

Way of the future: An integrated approach to customer loyalty strategies

Developing a customer loyalty strategy in the modern consumer landscape presents a number of complex challenges for marketers—the marketplace is increasingly competitive, change happens at a blinding pace, and... ...Read more

Startups: Use consultants well, part 2

Consultants can get a bad reputation for good reason. Not everything we do is truly necessary or important, not every prediction we make comes true and not every binder... ...Read more

Integrated Customer Loyalty: Organizing for Customer-Centricity

The concepts of integrated customer loyalty and customer-centricity go hand-in-hand, as one begets the other. As organizations shift toward operating paradigms that more intentionally put the customer at the... ...Read more

The Connection Between Culture and CX Strategy

One of the questions that Customer Experience (CX) leaders often grapple with is how to build a truly customer-centric culture in their company. Most realize that culture will be... ...Read more

Red Tape Turnaround: A Government-Customer Experience Love Story

Call it a fad. Call it a shift in the natural order. But don’t call it sticking with the status quo: Government is reimagining services to improve the customer experience.... ...Read more