How IoT Can Enhance Your Customer Experience

By Ron Welty, Founder & Chief Client Officer Brands are increasingly creating automated worlds for customers through the Internet of Things (IoT). Simply explained, IoT refers to a physical device that is connected to the Internet, giving it the capability to collect and share data. From smart devices to wearable technology, IHS Markit expects there could be as many as 125 billion connected “things” by 2030. As innovation in technology continues to grow, here are a few ways savvy brands can leverage IoT to enhance the customer experience. ...

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3 New Year’s Resolutions for Customer Experience Professionals

By Ron Welty, Founder & Chief Client Officer Every year, we make New Year’s resolutions, committing to them to varying degrees. Get in shape, read more, save money, the list goes on. Keep in mind, New Year’s resolutions aren’t just limited to things we want to change in our personal lives; they can also be aimed at businesses wanting to improve the customer experience. In welcoming another year, we put our spin on common New Year’s resolutions and applied them for today’s customer experience professional. Here are three customer experience...

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What Makes a Great Customer Experience Leader?

By Ron Welty, Founder & Chief Client Officer Customers are constantly increasing their expectations for brands. According to Salesforce, 66 percent say it takes more for a company to impress them with new products and services than ever before. When you look at the companies that boast some of the best customer experiences, what you’ll often find is that there are strong leaders behind them. Customer experience leaders are becoming highly sought after to lead the charge in acquiring new customers, meeting their expectations, and

Going Mobile… Good or Bad for your Business?

By Danielle Bauhaus, Sales Coordinator E-Commerce has created a significant impact on today’s consumers due to the convenience it provides. Not only can consumers research and purchase products from the comfort of their homes or offices, but due to email automation and intense algorithms, product suggestions based on purchasing decisions are generating sale increases.  There are many advantages to shopping online for both the consumer and the business. However, it’s no rumor that sales have decreased in-store since many retail brands have gone the e-commerce route. The ultimate game-changer is how to go mobile but...

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Top Customer Experience Trends for 2020

By Ron Welty, Founder & Chief Client Officer How has your customer experience changed over the past couple years? While some areas of your customer experience strategy may have remained the same, others have surely changed as technology advances and expectations shift.    In 2020, it will be more critical than ever to deliver exceptional experiences. According to Walker, customer experience will continue to reign supreme, overtaking product and price as the key brand differentiator in the new year. As you look...

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