Customer Journey: Believe That Customers’ Experiences Should Be Effortless And Predictable Is Overly Simplistic – And Can Even Backfire

Companies often believe they should make their customers’ experiences as effortless and predictable as possible. But the authors’ research shows that this approach is overly simplistic – and can even backfire. While in some instances (say, watching movies on Netflix) customers want their journeys to be easy and familiar, in

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Better One-To-One Communications And Personalized Experiences In Health And Human Services (HHS) By Leveraging Customer Engagement Platforms

To elevate the human experience, HHS agencies need to deliver the right content to the right person at the right time through their preferred channel. Technology, coupled with a sound personalization strategy, can make it happen. As psychologist, economist, and Nobel Laureate Herbert A. Simon observed, “A wealth of information

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