Category: CRM

By Steven Tiell In today’s digital economy, “digital trust”—a widely accepted belief that a brand is reliable, capable, safe, transparent and truthful in its digital

Several years ago, Allstate saw the growth potential in the burgeoning small business market and launched an initiative to reinvigorate its commercial insurance operation. The

By William D. Eggers Today’s digital world demands change. It’s not enough to continue old procedures with email instead of paper. Both public and private

One of the biggest challenges retailers face is managing support tasks, including customers. Unhappy and dissatisfied buyers translate into lost business and diminished revenues. At

If you believed everything you heard, saw and read, you’d think that every company in the world was focused on building an amazing customer experience.

Adventure travel expanded at a rate of 65 percent year-over-year between 2009 and 2013, making it a $263 billion industry in the United States and

Online retailing is a difficult proposition. A sluggish Website or clumsy search capability can torpedo any chance for a sale. What’s more, too many of

As data-driven medicine evolves, a growing number of health care organizations are looking to build out more advanced IT platforms capable of delivering real-time, actionable

The transition from paper and plastic loyalty cards to digital technology has introduced both opportunities and risks for retailers and others. On one hand, consumers—especially