Customer Experiences

The Future of your Brand’s Success: Customer Experience Analytics  Brands have more data at their fingertips than ever before, giving them insight to personalized every step of the customer journey.  Incorporating customer data touchpoints to improve their customer experience is essential in creating differentiate in today’s market. Even during a pandemic, consumer expectations are higher…

In boardrooms and c-suites worldwide, executives and directors are looking ahead at one of the biggest challenges and risk factors that will confront businesses in the years to come: digital transformation. That concern isn’t unfounded: according to McKinsey, about 50% of all digital transformation initiatives never reach their intended value, and only about 10% outperform…

Today’s consumer wants to interact with their insurer across multiple touchpoints—online and offline. The EY 2020 Global Insurance Outlook cites “rising customer expectations,” specifically around digital channels and personalized experiences, as one of the three fundamental forces shaping the insurance market around the globe. The hyper-competitiveness of the insurance industry is apparent. The big players…

As I discussed in my previous blog, 3 Strategies to Get Through the Next 90 Days, focusing on surviving in the near term is the highest priority for you as a business leader. But the best short-term plans also serve as a stepping stone to larger goals. Take this as an opportunity to take a…

I hope this message finds you well. Health and safety are priority number one. So first and foremost, on behalf of the whole ActionIQ team, we wish you the best in these uncertain times. The crisis continues to evolve every day, requiring business leaders to make significant changes to their strategies and organizations on a…

These can be scary times. Our thoughts first go to our loved ones, our employees and customers and all their families and friends. I have to keep reminding myself that as long as we are healthy, every other problem is secondary to some extent. I went through the 2008 crisis as the founder of my…

Remember those little black books store associates used to keep—and how closely they guarded them? They knew first-hand the value of greeting customers by name, understanding their preferences, having insight into past purchases, etc. Essentially, providing personalized journeys, in person. Of course, it would be impossible to scale the little black book model across thousands…

2019 has been a year of tremendous challenges as well as opportunities for the retail industry. On one hand, there are still questions about the future of physical stores. Barneys and Lord & Taylor—both venerable New York institutions—closed some of their highest profile locations, including flagship stores. On the other hand, we are in the…