Tom Francoeur

Innovation in customer experience

Author: Tom Francoeur

Bridging the gaps across digital, online and offline channels is an organizational challenge many marketers face. The siloed operational mindset is no longer effective, resulting in a disconnected customer experience. In this organizational construct, brands view the transactional activity of consumers in each individual channel and not holistically across all channels. Therefore they’re missing a 360-degree view of the consumers they are trying to reach and lacking the insight needed to engage customers with compelling and consistent experiences.

Tags: Customer Experience, Topic, US, Forrester Research, Article, Marketing, Online

Customer loyalty is mission-critical in the age of the customer

Author: Tom Francoeur

Today’s marketer understands the need to combine the powerful efforts of both strategy and technology to offer a unique and engaging customer experience. “Customer relationships are now the only remaining source of competitive advantage, which makes earning customer loyalty mission-critical in the age of the customer.” This according to Forrester Research, Inc. in their latest report: The Forrester WaveTM Customer Loyalty Solutions for Large Organizations.

Tags: Loyalty, Global, Agility Loyalty, Forrester, Topic, Walgreens, Article, Loyallty, Analytics & Research