Volume 6, Issue 2
Customer Strategist provides executives with insight that leads to innovative strategies for building more profitable customer relationships. It facilitates learning and action by presenting the most progressive thought leadership and providing access to Peppers & Rogers Group and TeleTech's proprietary methodologies.
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My father-in-law Jack often helps his elderly neighbor Don with errands on the weekends. One day while they were out, Don mentioned he wanted to go to TD Bank, but didn’t know the branch location. Jack whipped out his iPhone and asked Siri, “Where is the nearest TD Bank?”
While 78 percent of respondents to a TeleTech survey of 341 U.S. consumers say they’re either “very comfortable” or “somewhat comfortable” with the pace of technology, 18 percent of respondents believe that technology advances are providing them with less control.
Traditional bank channels are beginning to make way for what were known previously as “alternative channels”—self-service, online banking, mobile apps, social media, etc.
Consumers reward companies that provide experiences that are simple AND personal, not one or the other.
Social, mobile, analytics, and cloud technologies combine to revolutionize the customer experience.
Advances in technology are helping manufacturers and dealers dramatically impact automotive customers’ experience.
Business intelligence gives the entertainment company new insights about shows, customers, and markets.
Fairfax Media CEO Greg Hywood discusses the new role of customers in the business of news.
Bernard Luthi of online shopping giant Rakuten shares how his firm draws on digital consumer insights to personalize the customer experience and strengthen business outcomes.
Winners of the Gartner and 1to1 Media CRM Excellence Awards share their thoughts on the intersection of humans and technology, with a customer-focused spin.
Don Peppers outlines three new realities of your workforce.
A look at some key improvements to the patient experience made possible through cutting- edge technology.
Separate what’s hot from what’s hype to make a real impact on telecommunications business.