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Customers want to be actively involved in their own brand experiences. To meet this demand companies are developing innovative experiential marketing campaigns utilizing the virtually limitless opportunities of multichannel engagement. Ernan Roman, President of ERDM, shares strategies that are giving both existing and new customers a reason to take action.

Five strategies to engage customers and prospects in a competitively differentiating, multichannel experience are detailed in this whitepaper (don't worry, we're not giving anything away)... Strategy 1: Understand How Customers Define Customer Experience Strategy 2: Satisfaction Has Become a Given. Engagement is Now the Critical Competitive Differentiator. Strategy 3: Rethink...

Chandra Sperry, Head of Farmers Direct Services at Farmers Insurance, used a three-step process to become a CX leader: 1.) Fix the basics to improve key capabilities 2.) Build capabilities based on market-leading customer engagement 3.) Invent the future by pioneering new offerings and experiences

Daniel Hong, the Senior Director of Product Marketing Strategy at 24/7 Customer, Inc., shares the five things he's learned on the journey: Set an audacious goal, but use a pragmatic approach to fully optimize, pair and integrate channels. Lastly, don't stop at context - go the distance with prediction.

Kristin Guthrie leads the Customer Experience organization for Honeywell’s Air Transport and Regional business. Take a look at this interview by Apex Experience with Kristin for insight into her role and the industry.

Aberdeen Group’s Omer Minkara reveals how best-in-class brands create dedicated CEM programs with the ability to: Create a single view of customer data across the organization Leverage analytical tools Manage omnichannel interactions to maximize FCR Listen to the voice of the customer

Are you continually coaching your customer service and tech support professionals to empathize with your customer’s experience? If not, you can never create a consistent, brand-building customer service experience.

The contact center is no longer perceived strictly as a "cost center." That does not mean its performance is under any less scrutiny. Results remain the name of the game in the contact center, and that means every aspect of the operation - from the objectives that are established, to...

In her much-anticipated presentation, Honeywell's Kristin Guthrie details the company's multi-level approach to its CX evolution. The five-stage process from 'interested' in CX to 'embedded' in its culture is cross-checked with three larger factors: Honeywell's own evolution, the centralization of CX within the organization and the perspective of senior executives.

We've compiled 31 trends, tips and tricks shared by Marketing Hall-of-Famer and CX Impact past speaker Ernan Roman. The report includes: 7 game-changing trends to engage customers 6 CX mistakes you don’t want to make 5 tips to use customer data to deliver value 3 tips for involving customers in...

Pernille Bruun-Jensen of Netbase discusses the top  three ways to boost CX Strategy with social identity  marketing; 1.) Fast customer support 2.) Competitive category advantage 3.) Re-energized content marketing.

Charissa Carnall, Global Community Manager at Western  Union, explains the positive effects of proactive  community management in this past presentation. Here's a clue: Positive sentiment toward the brand increased  68 percent.

What is the B2B customer journey? It's the web of  relations among all aspects of a company — including  its customers, employees, partners, and operating  environment — that determine the quality of the  customer experience, explains Melanie Wing, Vice President of Strategic Marketing at Equifax.

The evolution of the customer experience discipline at FedEx is detailed in this presentation by Amy Manning, Customer Experience Design at FedEx, who says it's best to establish the discipline throughout the organization.