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.

Outlook

Enabling memorable experiences:
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?”

Benchmark

Understanding the Intersection of Humanity and Technology:
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.

Perspectives

Banking Channels: No “Alternatives” Anymore:
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.

Technology’s Future: Simple + Personal:
Consumers reward companies that provide experiences that are simple AND personal, not one or the other.

SMAC Dab in the Middle of Customers: A New CIO Agenda:
Social, mobile, analytics, and cloud technologies combine to revolutionize the customer experience.

Innovation Drives Customer Experiences:
Advances in technology are helping manufacturers and dealers dramatically impact automotive customers’ experience.

Case Studies

Cirque du Soleil Balances the Art and Science of Creativity:
Business intelligence gives the entertainment company new insights about shows, customers, and markets.

C-Suite Strategy

Pardon the Disruption:
Fairfax Media CEO Greg Hywood discusses the new role of customers in the business of news.

The Evolution of E-Commerce:
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.

Proof Points

What “Technology Gets Personal” Means to Winners:
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.

Strategy Speaks

The Future of Work:
Don Peppers outlines three new realities of your workforce.

Industry Insight

Technology’s Transformational Impact on the Healthcare Experience:
A look at some key improvements to the patient experience made possible through cutting- edge technology.

Three Types of Advanced Analytics for Operators:
Separate what’s hot from what’s hype to make a real impact on telecommunications business.

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