Volume 6, Issue 3
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.


Measuring the ROI of Customer Experience:
Research details how executives connect the customer experience with business value.


Turn Customer Metrics Into Business ROI:
Customer experience metrics help identify where to best invest in changes by putting a spotlight on an organization’s strengths and weaknesses.

The Omnichannel Evolution of the Contact Center:
Contact center associates can use the customer data being generated across various touchpoints to deliver prompt, personalized, and relevant support.

Measuring the Omnichannel Customer Experience:
The measurements used to track customer and internal performance continue to evolve.

Mind the Gaps (of Your CX Transformation):
Four ways to boost the organizational impact of customer experience initiatives.

Top Considerations for Mastering Digital Marketing ROI:
Savvy marketers look to digital marketing to reach their financial objectives.

Case Studies

Chegg Taps Into the Minds of Young Consumers:
The online retailer uses audience data to meet the needs of fickle yet valuable young adult consumers.

Generation Y Reshapes the Retail Landscape:
Trying to understand Millennials or Generation Y (those born between 1980 and 2000) means deciphering a list of contradictions.

Consumerism Grows in Health Insurance:
The health insurance industry is at a crossroads: improve the consumer experience or get out of the way.

C-Suite Strategy

Measuring the Return of Employee Wellness Programs:
Economic and customer value are key drivers of employee health and wellness program success, according to Optum Health's Seth Serxner.

The Economics Behind Employee Happiness:
Jenn Lim built a business on delivering employee happiness. It's a valuable strategic asset.

Proof Points

Break Down the Contact Center Wall:
Four reasons consumer banking profits from a flexible contact center model that includes at-home agents.

Strategy Speaks

What Is the Economic Value of a Better Customer Experience?:
The customer base itself is a valuable financial asset, and should be treated accordingly.

Industry Insight

Insurance Customer Playbook: Personalization Prevails:
Personalization is a success driver in customer acquisition and retention for the insurance industry.

Money Talks:
Omnichannel sales and advisory strategy meets customer preferences to directly drive revenue across banking channels.

4 Key Omnichannel Enablers:
To successfully transform sales and advisory activities, banks need to take into account a number of enablers.

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