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  • Identifying the RIGHT Customers for CABs

    You Want Customers with Insights and Passion for the “Jobs” They Do

    by Patricia Seybold

    Whom should you invite to be on your Customer Advisory Board? The answers may surprise you. Try recruiting insightful, strategic thinking end-users rather than purchasers or decision-makers.

    Aug. 21, 2015
    All Members
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  • Top 12 CX Issues for Business Customers

    How to Improve Customer Experience thru your Customer's Lifecycle

    by Patricia Seybold

    What does it take to satisfy your business customers? A lot. First, you need to understand who they are, what jobs they are doing, and where your products and services fit in. ...

    Aug. 8, 2015
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  • Digital Transformation at Sears Holdings

    Data-driven Personalization Fuels a Member-Centric Strategy

    by Patricia Seybold , Susan Aldrich

    Since 2009, Sears Holdings (Sears, K-Mart and related brands) have promoted a rewards program called "Shop Your Way" to turn shoppers into members. The loyalty program is supported by big data analytics ...

    Jul. 16, 2015
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  • Next IT Alme, Version 2.2

    Virtual Assistants Deliver Personalized Service through Simple and Complex Interactions

    by Mitchell Kramer

    We evaluate Alme--a virtual assistant that supports single question-single answer interactions and complex, directed, goal-based dialogs in nearly any language. Alme delivers answers, resolutions, and actions.

    Jun. 24, 2015
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