Customer Experience

Last week, I was in Singapore to attend a round table with Rob Findlay of Next Money and

It’s Sunday morning, the French press is brewing, and I’m curled up on my couch with my iPad squinting.

Originally published in Insurance Innovation Reporter

CCM, or Customer Communication Management, has been around for a long time. It often lurks deep in the enterprise stack of IT solutions.

In the last blog entry, we went through a quick history of the channels that are involved in a CCM (Customer Communication Management) portfolio, focusing on the organizational silos that grew

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.

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.

As a millennial, I often get asked “what makes you invest in a product or service”?

Consider this: your organization spends millions to attract prospective customers with engaging messages and content distributed through modern communication channels, including&nbsp

Let me tell you about how I passed the CXPA certification to become a CCXP (Certified Customer Experience Professional).

Why?