Richard A. Knowles

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Why interconnected mobile devices will force businesses into a new era of open ecosystems

Forrester predicts that mobile devices will become increasingly connected, and businesses that want to keep up need to plan for an ecosystem that …

Internet of Things

Apps to Check Out for Your New iPad

Apple's new low-cost sixth-generation iPad with Apple Pencil support has likely spurred many new customers to adopt an iPad or upgrade from an older model. At just $329, the new iPad is much more affordable than the iPad Pro, making it easier than ever to get your hands on a tablet that works with …

Apps

The 10 Most Customer-Obsessed Companies In 2018

There are companies that are known for good customer service, and then there are companies that are obsessed with their customers. These brands take it to the next level by offering personalized experiences, amazing perks, and quality products. They also listen to their customers, take advantage of …

Customer Experience

Free: A Crash Course in Design Thinking from Stanford’s Design School

If you ask a few of today's youngsters what they want to do when they grow up, the word "design" will almost certainly come up more than once. Ask …

Design

Google Spent 2 Years Studying 180 Teams. The Most Successful Ones Shared These 5 Traits | Inc.com

Over the years, Google has embarked on countless quests, collected endless amounts of data, and spent millions trying to better understand its people. One of the company's most interesting initiatives, Project Aristotle, gathered several of Google's best and brightest to help the organization …

Study Skills

Walgreens: At The Corner Of Technology And A Better Customer Experience (CX)

Perhaps you’re familiar with the Walgreens tagline: <i>At the corner of happy and healthy.</i> Even though the slogan is somewhat new, it is what Walgreens has always delivered.<p>I have been going to Walgreens since I was a little boy. Growing up, there was always one just down the street, and there still is …

Customer Experience
Product Management

You Can Improve Your Work Relationships By Stealing A Page From Customer Service

Customer experience management isn’t a new concept, but it’s one that gained increasing popularity during the Great Recession, when companies realized how much they needed loyal customers.<p><b>Watch on Forbes:</b><p>To keep existing customers and gain new ones, companies began analyzing their interactions with …

Customer Experience

How to reduce churn: unknown practical tips to retain SaaS clients

<b>On this blog post, you'll learn:</b><p>What is Churn, Liquid Churn and Gross Churn;<p>Why Customer Experience is the solution to combat churn;<p>How to reduce …

Customer Experience

Improving The Customer Journey With IoT

I was recently honored to be one of the thought leaders interviewed for SAP’s “Insights on the Future of the Internet of Things” report. Along with the other technology leaders included in the study, I believe the Internet of Things (IoT) holds huge potential for society, especially when it comes …

Internet of Things

People in the Era of Machine Learning

<b>By Adam Audette, SVP of SEO, Merkle</b><p>In the era of machine learning, intelligent assistants, and artificial intelligence, the customer journey is often an afterthought. Sure, we’re accelerating in our ability to leverage data to create ever more personalized advertising, and we’re making strides …

Marketing
Farming

Six examples of great proactive customer service

<i>The following extract is an updated chapter from customer experience luminary, Adrian Swinscoe’s book How to Wow: 68 Effortless Ways to Make Every</i> …

ALDO On The Changing Role Of The Retail CMO

The role of the Chief Marketing Officer (CMO) is evolving and transforming faster than any other role in the C-Suite. No longer responsible for simply owning the brand and delivering creativity in the business, today’s CMO has vast and complex responsibilities that span technology, analytics, …

Customer Experience

How Mobility is Transforming Banking Sector in India

The world is changing and it’s going mobile. India has already seen the fastest 4G rollout in the world and is the second best markets for …

Why Chatbots Are Failing Your Customers

Without the proper approach to this new technology, companies will only end up wasting money and frustrating their audiences.<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>Chatbots are set to transform marketing, but there is a bump in the road that many are missing.<p>According to …

Customer Experience

Apps will be worth $6.3 trillion by 2021, and we'll spend way too much time on them

Global app usage is soaring and apps are set to be a more massive business than ever, according to a new report.<p>The total time we spend in mobile …

Six things B2B leaders do to become more agile and drive growth | Digital McKinsey

April 13, 2017 – <i>by Christopher Angevine, Christoph Erbenich, Candace Lun Plotkin, and Michael Viertler</i><p>B2B companies have heard the digitization …

Customer Experience
Innovation

What Most Companies Miss About Customer Lifetime Value

For managers and marketers alike, the power to calculate what customers might be worth is alluring. That’s what makes customer lifetime value (CLV) so popular in so many industries. CLV brings both quantitative rigor and long-term perspective to customer acquisition and relationships.<p>“Rather than …

Customer Experience

Design Resources at Stanford

There’s no one degree or course checklist that officially makes you a design thinker. Instead, a student’s relationship with design comes in many …

Design Sprint: The Link Between Lean Product Management and Design Thinking

Lean product management and design thinking are some of the most innovative approaches to launching a product in the startup world today. In the …

Product Management

The Case Against Empathy

Designers love to tout their ability to empathize with users. But too much empathy can kill a company. Here’s what to do instead.<p><i>The following is an excerpt from</i> The Way to Design, <i>a guide to becoming a designer founder and to building design-centric businesses</i>. <i>It was a</i><i>dapted and reprinted with the</i> …

Empathy

Medallia Unveils Next-Gen Customer Experience Management Platform

Medallia Inc., a Software-as-a-Service (SaaS) Customer Experience Management and Enterprise Feedback Management software and service provider, has …

McDonald's new secret sauce - you want digital with that?

It’s a long time since I’ve set foot inside a McDonald’s, despite being a burger fan. The rise of the self-styled gourmet burger chains has made the …

Flying
Customer Experience