s+b BlogsGMO
Redefining customer experience: Connecting in the time of COVID-19
As the novel coronavirus forces people into a digital-only way of life, it’s important for businesses to infuse virtual experiences with a human touch.
Experiences matter
Experience is everything, to everyone. An experience is more than an app, a point of sale, a website. It’s a feeling that’s created at every interaction, defining and building lasting relationships, not just with customers, but with the people who work for and support your brand every day. It’s a calling card that sets you apart from the pack. Change is everywhere. These articles offer insights into how to deliver experiences that inspire long-term confidence, loyalty, and growth.
Six tips for making the digital customer experience more human in the time of COVID-19
How do you keep — and deepen — your vital connection to consumers at this most critical time? Here are six practices to guide you.
GMO
ROX3: Boosting returns on leadership, customer, and employee experience
You can transform your company by strengthening the links among all three types of activity.
s+b Blogs
AI in the announcer’s booth
Artificial intelligence could soon deliver sports commentary customized to a viewer’s preferences. And if robots can learn to do this sort of talking, the applications could be far-reaching.
Using culture to offer more customer-centric healthcare
What it means for healthcare companies to serve patients effectively is changing. Here’s how understanding and transforming your culture can help you get there.
s+b Blogs
It’s time for CMOs to rally a cross-functional approach to customer experience
Businesses have realized the importance of building an outside-in culture. Now chief marketing officers have an opportunity to lead by engaging their C-suite colleagues in the change.
s+b BlogsGMO
Why Net Promoter Score is past its prime
The metric was useful in simpler times, when companies were beginning to understand the importance of customer experience. But it’s time to replace it.
s+b Blogs
Banking on voice
Voice-assisted devices will revolutionize the financial-services industry by providing customers with on-demand service and by helping banks reduce costs.
GMO
ROX: How to get started with the new experience metric
Make sure you understand “return on experience” — the new way of tracking the results of your investments in customer and employee experiences — and how to implement it.
PwC insights
Global Consumer Insights Survey 2019
Explore the findings of more than 21,000 online consumers in 27 territories across the globe.
Global Consumer Insights Survey 2019: Healthcare and pharmaceuticals
It's time for a consumer-centred metric: introducing “return on experience.”
CX in M&A: What consumers think when companies combine
Understanding how customers view M&A can help companies capture deal value.
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PwC insights
Is your approach to compliance constraining capital, culture and customer experience, or is it contributing to trust and competitive advantage?
