Over the past decade, there has been a great deal of talk about the importance of an omnichannel experience. For many, that term is most familiar in the context of retail businesses that incorporate...

Customer experience (CX) is rapidly becoming a critical battleground in the fight for competitive advantage. Gone are the days when companies could focus primarily or exclusively on a physical...

Consumer expectations have evolved rapidly, as a streamlined omnichannel experience has become far more commonplace than it once was. Customers have clearly indicated a preference for multiple...

In the 2020s, the battle for customer mindshare is being played out in the digital realm. Consumers have come to expect a consistent and highly personalized multichannel communications experience, as...

The stakes have never been higher. In today’s business environment, companies must deliver a consistent and personalized omnichannel communication experience for their customers. Innovators like...

In 2013, L’Oreal executives set an ambitious goal for the company: to shift 20% of the organization’s sales to online channels by 2020. The company was on target to achieve that goal when in...

As the world looks hopefully toward positive changes in 2021, there can be little doubt that some of the events of 2020 will have lasting impact on society as a whole for years to come. One...

Insurance is one of the constants in consumer life. Consumers need insurance for cars, homes, property, health, and lives. But one of the things these important policies are often missing is a...