Age of the Customer

The approach that Florida Blue is taking to CX is working - and other insurers can learn from it. Learn how Florida Blue achieved a 5.8-point improvement in this year's CX Index.

As the pandemic peaks and wanes, businesses rethink their customer experience strategies and engagement models throughout the entire customer lifecycle – for some the change is a radical one. The immediate urge to ensure their own health safety means that customers may temporarily sacrifice their personal comfort, but they will demand more trust and reliability from companies they choose to do business with.

Mobile Advertising Comes Under Scrutiny Most data deprecation discussions center on cookies and web browsers. But two recent moves broaden the aperture to include mobile environments, too. First, Apple announced iOS 14, which will prompt users on whether they want to let an app track them or “ask app not to track.” If a user picks the latter, the app can’t […]

The pandemic and subsequent lockdown have dramatically increased the number of employees around the world working from home. For many organizations, this has involved the purchase and deployment of new laptops and mobile devices, changes in remote-work security policies, and adoption of new security technologies. The growth in remote work is compounded by another global […]

Technology buyers often seek purchases from one vendor because — as the saying goes — they want “one throat to choke.” This phrase always bothered me. You don’t want this relationship to be adversarial, so don’t start off with such incendiary language. Relations between technology providers and their customers have long been on the hairy […]

Anastasia Zdoroviak is senior manager of customer experience (CX) at food delivery technology company DoorDash. We spoke about the approach of the CX team and how they make sense of the different customer types that influence each other’s experiences. AG: What is the structure of the DoorDash CX team? AZ: When I joined DoorDash as […]

Learn the benefits of dividing traditional core banking solutions into the lean core and the digital core.

Telehealth megamerger ushers in a new era of digital health.

As the COVID-19 pandemic shifts both geographically and in intensity, changes in consumers’ behaviors present financial services companies with new problems and new opportunities. The near-term impact will change the ways these companies interact with their customers, manage their employees, and respond to the market environment.

2020 has been a year of reckoning. Sustainability is now a business necessity, not just a differentiator. Finance and technology have important roles to play.

B2B marketers are turning to virtual event solutions as an alternative to physical conferences and meetings during the coronavirus pandemic. Successful marketers start with strategy and define the customer experience they want their online events to deliver. Technology supports this but is ineffective without a solid strategy and set of customer experience goals.

In my research, I found that customer obsession was the good idea that everyone agreed with, but no one knows how to do. Let's change that. Read our new, complimentary eBook to get an actionable framework for a customer obsession strategy.

The Clock Keeps Ticking On Microsoft’s Pursuit To Purchase TikTok In The US Late last year, we predicted that companies like Facebook or Meredith Corporation would court TikTok for acquisition but that its Chinese parent company, ByteDance, would ultimately hold out for an IPO. Now, it looks like we were half right. Increasing scrutiny from lawmakers over data privacy concerns and […]

I predicted that Southwest would recover in the CX Index due to the CX equity it has built with its customers. As it turned out, Southwest not only recovered, it set a new high score for the industry and passed JetBlue to take the top spot among airlines.

Low-code platforms speed delivery of applications, but are they secure? The answer is more complicated than I expected when I started this research project with my colleagues, John Bratincevic and John R. Rymer. We’re still gathering information, but we’ve discovered that: Low-code security is not well understood. Even vendors with extensive security investments acknowledged that […]

Marketers today must understand and use myriad technologies to support omnichannel ad strategies and deliver moments-based marketing. But the landscape of 7,000-plus options is overwhelming and rapidly evolving, especially as new privacy regulations and tech giants such as Apple and Google limit access to consumer data. We just published some research to help marketers keep […]

US GDP fell 32.9% in the second quarter. Learn the implications for the economy and the tech sector specifically.