Volume 7, 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.

Gartner & 1to1 Media Customer Experience Excellence Awards

When Customers Come First, Business Benefits Follow:
The winners of the 2015 Gartner & 1to1 Media Customer Experience Excellence Awards demonstrate dedication and commitment to the customer.


Customer Centricity Comes Into Focus:


Customer Innovation Where You Least Expect It:
Customers crave consistency. It’s one of the reasons they remain loyal to brands that provide them with unwavering experiences, time after time. While this axiom continues to ring true, there’s also an intangible, almost mystical quality regarding unexpected customer experiences that are positive and proactive.


Uncover the Financial Value of Customer Experience:
It’s no secret that customer-focused companies are in vogue. Executives are embracing customer experience as a brand differentiator and media darlings like Apple and Amazon are hailed for their innovative approaches to customers. But are customer-focused businesses worth more than other businesses? The answer is a resounding “yes.”

Don’t Stop at Journey Maps:
It becomes clear that when you look at the complexity of actual journey maps, individuals often don’t fit perfectly into one persona.

What’s Next in the CX Evolution?:
Industry analysts explore the present state of CX and how companies can sustain momentum as the space evolves.

Case Studies

Pinning Hope on Personalization Through Mobile:
The Hopi mobile app is designed to match consumers with customized product and campaign offers from participating merchants according to their preferences, shopping habits, and expectations.

Staples Advantage Bets on Personalization and Convenience to ‘Make More Happen’:
Staples is under pressure to revamp its image and better meet the needs of today’s empowered and tech-savvy consumers.

Strong Leaders Equal Strong Business:
Attracting and retaining talented employees is critical to drive continued success, but companies can stumble without an effective strategy.

Proof Points

What Really Drives Customer Satisfaction During the Insurance Claims Process?:
The 2015 TeleTech P&C Customer Satisfaction Survey set out to determine what really drives satisfaction using a new set of analytical tools that help decode the secrets to a great claims process.

Never Stop Learning: Employee Coaching Insights:
TeleTech Consulting recently conducted research of 200 business leaders and team members to learn more about current attitudes toward workplace coaching, a key to employee development and engagement.

Checklist: One Week to Better Employee Coaching:
Improve your coaching capabilities by following this simple exercise over the course of one work week.

Strategy Speaks

Everyone's a Customer:
Our expectations as consumers have evolved to the point where we want the benefits of personalization in every aspect of our lives, not just with respect to the companies we buy from.

Industry Insight

Putting CX to Work in Unique Ways:
The Saudi Arabia Ministry of Labor worked with Peppers & Rogers Group to identify and implement ways to improve the labor dispute process using proven customer experience strategy.

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