Industry TrendsMay 2019 Issue

Trends That Are Reshaping the CX

By David Yee Digital transformation has irrevocably changed marketing and retail industries for the better. Not only have brands embraced digital, they’ve completely reshaped their business models bridging the digital and bricks-and-mortar experiences to empower and engage customers wherever they are. Future success in marketing and retail will lie in …

Customer CentricityMay 2019 Issue

Service So Good…I’m Glad They Know My Data

By Max Ball My airline gets it. Whenever I call, I am warmly greeted with something along the lines of: “Hello J, are you calling about your flight scheduled to leave on Monday?” They know who I am, and they even call me by my name (or at least they …