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.
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Research details how executives connect the customer experience with business value.
Customer experience metrics help identify where to best invest in changes by putting a spotlight on an organization’s strengths and weaknesses.
Contact center associates can use the customer data being generated across various touchpoints to deliver prompt, personalized, and relevant support.
The measurements used to track customer and internal performance continue to evolve.
Four ways to boost the organizational impact of customer experience initiatives.
Savvy marketers look to digital marketing to reach their financial objectives.
The online retailer uses audience data to meet the needs of fickle yet valuable young adult consumers.
Trying to understand Millennials or Generation Y (those born between 1980 and 2000) means deciphering a list of contradictions.
The health insurance industry is at a crossroads: improve the consumer experience or get out of the way.
Economic and customer value are key drivers of employee health and wellness program success, according to Optum Health's Seth Serxner.
Jenn Lim built a business on delivering employee happiness. It's a valuable strategic asset.
Four reasons consumer banking profits from a flexible contact center model that includes at-home agents.
The customer base itself is a valuable financial asset, and should be treated accordingly.
Personalization is a success driver in customer acquisition and retention for the insurance industry.
Omnichannel sales and advisory strategy meets customer preferences to directly drive revenue across banking channels.
To successfully transform sales and advisory activities, banks need to take into account a number of enablers.