Empowering the Mobile Workforce With Wearable Technology

The mobile revolution will inevitably transform most companies business in the next decade and it will trigger a more radical transformation toward systems of engagement. Mobile engagement empowers people to take the next most likely action in their immediate context and in their moments of need. But mobile engagement is not only for the customers,[…]

Why 90% of Your Customers Leave After a Single Bad Experience – And What To Do About It

In today’s highly competitive business climate, being able to attract, serve and satisfy more customers is a key to success and increasing revenue. A happy customer is more likely to be a loyal one, coming back to your store. Retaining customers and keeping them loyal to your brand is a challenge though. Recent research shows[…]

One Customer Experience Tool That Will Get Significant Attention in 2016

Sometimes I get the feeling that people believe that everything in the future will happen online and all transactions will be automated without any or with very little human interaction. Success stories with self service solutions such as Taco Bell who recently in an Bloomberg article announced that orders made via their new digital app[…]

The Physical Web Enabling Next Generation Experiences and Seamless Journeys

Right after Apple revealed the support for iBeacons in iOS7, I together with a couple of colleagues identified a vital gap in all of the ideas on how the Beacon technology could be used. When everyone was talking about using Beacons as a communication device and a solution to create smarter wayfinding, we saw Beacons[…]

How to Drive Loyalty and Better Experiences Through Personalization

Customers are no longer coming to physical stores for the selection or the prices. They can usually find better alternatives to both online. They’re coming for the experience. Libraries, museums and other public buildings are seeing this shift, too. These industries are feeling increased pressure to provide something that can’t be reproduced online, something that’s[…]