Who needs to care about the new Fiduciary Rule?
The US Department of Labor recently issued the final draft of a new “Fiduciary Rule”, scheduled to go into effect in April, 2017.
All ‘bout The Money
The Essence of Customer Due Diligence in one annoying song
We all love money. I know it’s a bit of a platitude, but in the case of Customer Due Diligence there just is no denying it.
The CCM Maturity Model: where do you fit?
What is a maturity model?
Maturity models aren’t new. Chances are, you or your organization has utilized a maturity model in the past.
A CX round table to remember
Last week, I was in Singapore to attend a round table with Rob Findlay of Next Money and
Omnichannel Needs to Equal Entire Customer Experience
It’s Sunday morning, the French press is brewing, and I’m curled up on my couch with my iPad squinting.
What is Customer Communication Management? (Part One)
CCM, or Customer Communication Management, has been around for a long time. It often lurks deep in the enterprise stack of IT solutions.
Customer Experience is a Sum of Quality Interactions
One of my favorite things to do when I was analyst was to attend and participate in end-user conferences. Conferences allowed me to see my research theories in real-time.
For Digital Enterprise Workers, Accessibility and Mobility Need to go Hand in Hand
Recently I was visiting with a friend who is a doctor. During our catch-up session, her phone suddenly went off – it was the hospital.
Be Still My Millennial Heart, My Two Favorite Brands and Why I Love Them
As a millennial, I often get asked “what makes you invest in a product or service”?
The Honeymoon is Over: The Importance of Courtship Throughout the Customer Journey
Consider this: your organization spends millions to attract prospective customers with engaging messages and content distributed through modern communication channels, including