CRMAA Roundtable: How Do You Deal With Rising Customer Expectations?

Customers are the center of every business. By focusing on the customers and creating strategies that are customer-centric, businesses are sure to succeed. However,...

Dark Patterns in Marketing

What are dark patterns? Dark patterns – a term that’s recently emerged in the digital lexicon – are methods employed by websites to trick you...
Concept: Happy Customer/Envato Elements

Customer Journey Mapping for Measurable Employee On-boarding Improvement

The Background In 2012, a large multi-national bank saw customer traffic through brick and mortar branches drop by 40% in its largest market. On the...
Chat Bots

My Bots Will Talk to Your Bots

News of the Lufthansa strike in December 2016 reached me as news often does - via a casual post on Twitter of someone saying...
Hospital Experience - Representative Image

Customer Experience Journey to Avoid a Crisis

Trending on social media is the tragic story of a seven year old who died of dengue after allegedly being treated for 15 days...