Navigating Digital Transformation A conversation with Chief Customer Experience Officer Shane Bray about experiencing what customer engagement agents experience.
Navigating Digital Transformation One year into his role as CEO, Jeffrey Gennette has attributed Macy's limited turnaround so far to a renewed focus on the customer and has doubled down in that area significantly by testing and then scaling out a range of new capabilities and experiences.
Navigating Digital Transformation Although each digital pioneer had unique stories to tell, powerful themes were common to all of them.
Navigating Digital Transformation Amazon is definitely in the race, but isn't necessarily at the front of the pack – as the current iteration of the Amazon Books experience demonstrates.
Navigating Digital Transformation And in an era where travelers have more stress than ever, is reducing genuine human contact actually increasing the sense of isolation and anxiety?
Navigating Digital Transformation Forrester recently gathered top Customer Experience (CX) professionals from around the world for the Forrester CX Forum in New York. Extensive data was presented to support the argument that delivering a seamless customer experience is more important than ever. But who is actually in charge of CX, and who should be? The view of the CX community is that to deliver great results in customer experience, senior IT leadership must be intensively involved in the full CX lifecycle.
Navigating Digital Transformation The NYT just released a blockbuster earnings report attributable heavily to their digital transformation. Insiders share the five key secrets to their surprising success.
Navigating Digital Transformation Five key trends emerged from Forrester's recent Digital Transformation Summit, held May 9-10 in Chicago. These include the rise of AI and a heightened urgency for legacy enterprises to accelerate the rate of their digital evolution.
Navigating Digital Transformation Conversational commerce means interacting with your customer in an automated dialog via voice or text. Usage of voice-based conversational interfaces such as Alexa and Siri are exploding. Meanwhile over 100,000 active bots have been created on FaceBook's messenger platform as it approaches its first birthday.
Navigating Digital Transformation Large enterprises born before the digital age often face significant hurdles when it comes to enacting the kinds of changes that are necessary in order to make the digital leap. Here are the top five challenges they tend to face when taking on transformation projects.