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Blogs Entry · By Christine Reyes On Apr 3, 2017 11:21 AM

Delighting Customers Starts With Knowing Them The advice for creating better customer experience seems endless these days, but there’s one thing everyone agrees on: If you really want to please...

Blogs Entry · By Christine Reyes On Apr 6, 2017 9:01 AM

What’s the Number One Priority for Marketers Today? Do you agree or disagree with the following statement? The number one priority for marketers today is to lead the company in finding new revenue...

Blogs Entry · By Christine Reyes On Apr 3, 2017 10:52 AM

In the first part of this series, we discussed the importance of uniting the customer experience across touchpoints and building a cross-functional team to manage it. In part two of the series, we...

Blogs Entry · By Christine Reyes On Apr 4, 2017 4:24 AM

This is part two of a three-part series, based on insights found in the benchmark report Assessing the Digital Landscape for Financial Institutions: How to Lead the Charge With People and...

Blogs Entry · By Christine Reyes On Apr 4, 2017 5:31 AM

In a recent study, 46% of financial institution executives stated that the number one obstacle to addressing the full customer lifecycle is allowing different business units to own different parts...

Blogs Entry · By Christine Reyes On Apr 5, 2017 9:16 AM

For three days in New Orleans, attendees to the Digital Banking Summit 2016 sat in on sessions and conversations that covered the most important trends and concerns of digital banking today, from...

Blogs Entry · By Ken Dong On Apr 4, 2017 10:55 AM

And Other Benefits of Excellent Customer Experience I must admit, I'm a Starbucks loyalist. The reason is that on top of having flavors that tickle my palette, I know that I’ll be treated with...

Blogs Entry · By Christine Reyes On Apr 3, 2017 8:33 AM

Business processes driven by customer needs are more than a popular trend; they are the driving factor behind successful digital transformation and company culture shifts. Digital experience...

Blogs Entry · By Martin Yan On Apr 5, 2017 9:55 AM

Recently, the University of Maine System went through a digital transformation for their 40,000+ students and faculty. The following post is a composition of thoughts and insights from Daniel...

Blogs Entry · By Corbin Murakami On Apr 3, 2017 8:56 AM

Personalized marketing has become a vital differentiating factor for many businesses. Increasingly, marketers are using their knowledge of the consumer to provide an experience that is unique and...

Blogs Entry · By Christine Reyes On Apr 5, 2017 11:44 AM

Recently, Gartner reported that more than half of all organizations they surveyed owned two or more web content management (WCM) solutions. This is indicative of a major problem in digital business...

Blogs Entry · By Martin Yan On Apr 5, 2017 9:00 AM

Digital technology has made life much easier for many individuals. From reacquainting with old friends to completing basic financial transactions, our devices and networks have allowed us to...

Blogs Entry · By Martin Yan On Apr 5, 2017 3:59 AM

Since the late 90s, banks and other financial institutions have witnessed a steep decline in customer loyalty. With high fixed costs due to branches and personnel, the traditional options are no...

Blogs Entry · By Martin Yan On Apr 5, 2017 10:32 AM

Paul Thompson, Executive Director, and Matt Fulford, Chief Technology Officer at PFIKS DIGITAL INNOVATION, presented a webinar on the impact of digital transformation, referencing the work they...

Blogs Entry · By Henry Nakamura On Apr 3, 2017 9:04 AM

A journey map is like a travel guidebook. It helps translate a particular group of foreign behaviors and motivations into a language you and your organization can understand. Arguably the most...

Blogs Entry · By Martin Yan On Apr 6, 2017 4:26 AM

The move toward a stronger, more transparent government might be happening sooner than you think. In March of 2016, President Barack Obama announced the launch of "The Opportunity Project," a new...

Blogs Entry · By Corbin Murakami On Apr 3, 2017 9:15 AM

With personalized marketing, marketers can deliver unique experiences for visitors that weren't previously possible. Customers who were once blasted with generic, static messaging can now be on the...

Blogs Entry · By Henry Nakamura On Apr 3, 2017 10:32 AM

In my last post, I introduced the idea of customer experience micro-engagements—targeted, highly personalized interactions—and how persona-driven strategies would soon evolve to those that reflect...

Blogs Entry · By Christine Reyes On Apr 4, 2017 7:24 AM

For most of us, everyday banking starts with a mobile app. Who really has time to go to a branch during the week? Apps are the main window through which we see and experience our banks, and what...

Blogs Entry · By Martin Yan On Apr 6, 2017 4:10 AM

For many of us, the advent of mobile technology has profoundly changed our lives. It has rewired the way we socialize, shop, and do business. But in other parts of the world, especially in emerging...

Blogs Entry · By Ken Dong On Apr 3, 2017 9:10 AM

Today, providing great customer experience is a necessity. At every touchpoint along the customer journey, there is potential to make it or break it with your company. Positive interactions will go...

Blogs Entry · By Martin Yan On Apr 5, 2017 6:28 AM

Jim Robertson, Director of Digital Communications at NYU, and Andrew Gruhn, Solution Architect at sdg, presented at Liferay Symposium North America 2015. The following post is an edited transcript...

Blogs Entry · By Corbin Murakami On Apr 6, 2017 6:30 AM

Personalization is and has always been effective. Dale Carnegie once said, "a person's name is to that person the sweetest and most important sound in any language." In a sense, he was making a...

Blogs Entry · By Martin Yan On Apr 6, 2017 7:05 AM

Though every industry is different, there is something all companies are dealing with: a quickly changing sales landscape. With the rise of mobile and highly-connected customers, the days of cold...

Blogs Entry · By Henry Nakamura On Apr 3, 2017 12:02 PM

How Micro-Engagements are About to Change the Loyalty Landscape I'm sitting at airport terminal gate C74 waiting to board my United flight to San Francisco, and I have a weird thought: I might be...

Blogs Entry · By Martin Yan On Apr 6, 2017 5:29 AM

The banking industry is trending up. With greater accountability and transparency in our institutions, customers are finally coming around to their banks. Confidence is being restored and their...

Blogs Entry · By Paul Hanaoka On Apr 3, 2017 9:32 AM

By now, we've heard of the necessity of creating a good experience for our mobile viewers. Yet, we're not always quite sure where to start or what factors should be considered in the process. As a...

Blogs Entry · By Henry Nakamura On Apr 3, 2017 11:48 AM

We have entered a defining moment in customer experience—and most people are barely aware it's happening. The convergence of three very different factors is completely redefining how customers are...

Blogs Entry · By Martin Yan On Apr 4, 2017 7:09 AM

Today I Learned: The homepage of your website does not count as your digital presence. If you think about the way people interact with companies today, it’s not just through one website or one...

Blogs Entry · By Eric Kirby On Apr 5, 2017 5:21 AM

If you are struggling to choose the right web platform for your project, you’re not alone. There are many options to choose from, each claiming to be better than the rest. How do you choose for...

Blogs Entry · By Shannon Chang On Apr 5, 2017 10:58 AM

It's hard enough to get certain developer types to mingle for even a little while without constantly checking their phones for the best time to make their exit. It can be challenging to plan a...