Volume 7, Issue 4
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

Customer Insight in a Flash:
Imagine the surprise that customer Mars Dorian had when a complaint tweet about the brand was met minutes later by a reply directly from founder and CEO Jonathan Oringer.

Benchmark

Customer Insights Begin With Customer Data:
Customers share tons of information about themselves—both intentionally and unintentionally.

Perspectives

Change the Voice of Customer Conversation in the Contact Center:
Contact centers are moving away from simply handling volume efficiently and are beginning to answer the question "why?"

Machine Learning: The Next Generation of Insight:
Artificial intelligence comes to everyday business, and analytics will never be the same.

Capturing the Voice of the Customer Extends Well Beyond Surveys:
Mix and match insight from a variety of customer feedback tools.

Three Steps Closer to Better Marketing Data Insights:
Building a data process framework will help marketers more easily kick-start their data journeys and realize faster results.

Case Studies

Streaming Data Opens the Door to New Customer Insights:
Spotify and other leading digital companies are mining data streams for a deeper understanding of customer behavior.

Case study: Safelite AutoGlass Gives Data Insight a Seat at the Table:
The glass repair and replacement company transformed its customer experience with data.

C-Suite Strategy

Lessons Learned From Hands-On CEOs:
These CEOs prioritize direct customer interaction as part of their daily executive responsibilities.

Proof Points

CX Benchmark Research: The Intersection of Business and Consumer Perspectives:
TeleTech research shows that consumers and companies are traveling down different paths when it comes to customer experience priorities.

Strategy Speaks

The Rising Tide of Customer Expectations:
Whatever satisfaction or dissatisfaction you detect in your customers today is based on each individual customer's prior expectations.

Industry Insight

Real-time Marketing Is Only the Beginning:
Data-driven contextual marketing represents the next step of marketing maturity.

Add Some Mystery to Your Business:
Take a strategic approach to mystery shopping to apply data analytics and the voice of the customer to everyday business.

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