Strategy & Design

The case for creating a global content strategy In Concentrix Catalyst’s most recent webinar, VP of Digital Experience Solutions, Brian Payne, and I demonstrated the need for organizations to... Read more

Years ago, I sat in a conference room on the campus of a global technology company. The distance from one end of the room to the other was so... 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

How to run a virtual workshop to align your leadership team to be successful over the next 6 months and beyond For leadership teams grappling with business uncertainty, it’s... 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

Having a robust digital presence is unquestionably critical for any consumer brand. As digital technology continues to evolve at a rapid pace, consumer expectations of brands’ digital experiences evolve... 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

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

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

In the January 28th, 2020 Forrester report, “Use Personalization to Drive Loyalty and Customer Obsession,” Concentrix Catalyst’s Clay Walton-House discusses how to build emotional resonance with customers. As the... Read more