Customer Engagement

10 years ago I wrote an article for CRM Magazine on the importance of teaching your digital experience (back then website) to mirror the intuition of your most effective... Read more

As organizations make plans to reopen, they face critical decisions about how to reengage their customers. Consumers will return but for many their priorities and preferences will have changed.... Read more

Technology vendors have an incredibly strong incentive to ensure their customers achieve desired outcomes when using their products and services. Customer lifetime value, retention, net-promoter, and cross-sell/upsell are all... Read more

Technology such as chatbots, telemedicine and voice interfaces are making it easier for patients to get the information and care they need quickly and easily and will continue to... Read more

When crisis makes “business as usual” thinking implausible, it clears the way for change. The inertia that may have kept outdated practices in place subsides as the premium for... Read more

PK latest blog discusses technological advancements in the financial services industry due to consumer demand. Read more

Connection is everything in moments of crisis. The question on everyone’s mind is, how can retailers navigate the new normal, where the ability to connect is more reliant on... Read more

Four scenarios to help your leadership team with scenario planning for an uncertain future. To state the obvious, it’s easy to see why brands are doubling down on addressing... Read more

Conversational interfaces speed care COVID-19 may have generated a use case that makes AI chatbots essential, but triage is only the beginning of the potential uses of chatbots to... Read more

While the use of voice to machine interaction in healthcare may still be in their infancy, early initiatives are validating the promise of voice interfaces. Organizations that tap into... Read more