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...
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...
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...
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...
The What, Why, How and Who of Customer Journey Maps
Research shows that 81% of consumer brands believe that they have a 360 degree view of their clients while only 37% consumers believe that...
Five Best Practices For Understanding Customer Journeys
Organizations can increase loyalty, retention and sales by truly comprehending the paths customers travel over time and across channels. Increase loyalty, retention and sales by...
Performance Bicycle Increases Sales With Deeper Insight Into Customer Journeys, On- And Offline
Embracing commerce in the cloud as the foundation for more personalized, compelling services
For big-ticket items, you want to be sure you’ve made the best...
CX Chat: Interview with Delnaz Balsara, Head Customer Experience, Kotak Mahindra
We caught up with Delnaz Balsara, Head - Customer Experience, Kotak Mahindra Prime Limited at Futurist Business Conclave 2017 for a quick & informative...
Have You Discovered Customer Emotion Management Yet?
A long time ago, someone told me that people will not remember what you said, or did, but they will always remember how you...
Customer Communities: The Engagement Economy’s Best Kept Secret
In a time when our customers hold the power, when they don’t want to be marketed to, and when they want to be engaged...