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Accountability for the Digital Customer Experience
Digital and Social
Cisco dCloud is moderating the #CustomerExperience #CiscoChat on August 22nd – so we spent some time thinking about the Customer Experience and our role in it. With the advent of
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The importance of retailers understanding consumers and delivering great customer experience
Retail and Hospitality
Recently at the Forrester’s Forum for Customer Experience Professionals in New York on June 26, Graham Atkinson, Chief Marketing and Customer Experience Officer at Walgreens, spoke about his work to
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Connecting Experts to Customers with Omnichannel Delivery
Financial Services
Are you familiar with the bank of yesterday? One where trying to meet with an expert can translate into being required to travel across town or deal with lengthy wait
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The Evolution of Immersive Video in the Retail Bank Branch Series (3): Remote experts in action
Financial Services
In part two of this three-part series detailing the “Evolution of Immersive Video in the Retail Bank Branch,” I looked at Cisco’s Remote Expert Solution more in-depth and discussed how
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Understanding Today’s Customer: How Data Mining Can Help Insurers Increase Customer Satisfaction
Financial Services
Imagine a customer calling their insurance provider and reaching a representative that has never spoken with them and is unfamiliar with the customer’s claims history or company policies. That doesn’t
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The Evolution of Immersive Video in the Retail Bank Branch Series (2): Bring an expert to any branch
Financial ServicesIn the first part of the “Evolution of Immersive Video in the Retail Bank Branch” series, I discussed how the retail banking industry is currently undergoing organizational changes that are
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