‘Moments of truth’ are make-or-break instances along a customer’s journey that present a decision point. If executed well, the customer continues on their journey doing business with the brand; if executed poorly...
Archive - May 2021
wpAdminMoments that Matter: Critical Touchpoints that Make or Break the Customer Experience
‘Moments of truth’ are make-or-break instances along a customer’s journey that present a decision point. If executed well, the customer continues on their journey doing business with the brand; if executed...
A Practical Guide to Getting Started with Customer Journey Orchestration
As if the concept of customer journey mapping itself wasn’t confusing enough because people define and execute it differently, the field has evolved with new concepts to ensure that the customer experience is more...
Santander Bank UK: Taking Onboarding to the Next Level Winner of the 2019 Celent Model Bank Award
Santander UK wins 2019 Celent Model Bank Award for Commercial Customer Onboarding with Quadient Inspire Santander UK recognised the power of excelling at client onboarding: competitive differentiation at the beginning...
Moments that Matter: Banking
‘Moments of truth’ are make-or-break instances along a customer’s journey that present a decision point. If executed well, the customer continues on their journey doing business with the brand; if executed poorly...
Un guide pratique pour se lancer dans l’orchestration des parcours client
En matière de cartographie du parcours client, une multitude de termes ont fait leur apparition. Comme si le concept de cartographie du parcours client lui-même ne prêtait pas suffisamment à confusion, parce que chacun...
Les moments qui comptent : Analyse des points de contact qui scellent l’expérience client
Livre Blanc Expérience client Aujourd’hui, les clients s’attendent à ce que chaque interaction avec une marque ou un prestataire soit rapide, simple et pratique. Pour eux, hors ligne et en ligne font partie d’un tout...
The 6 Phases of Incident Response Planning
An Incident Response plan is a crucial component to have in place in order to protect PII (Personally Identifiable Information). To mitigate the chances of a breach, a plan should help you prepare, detect and define the...
Unify On-Premises And Cloud Apps
Digital transformation has ushered in an era of technological innovation that’s touched virtually every business function. This has made it increasingly important—and often increasingly difficult—to get the right...
Current Attitudes to Work and Security During COVID-19
The COVID-19 pandemic has had a significant impact on many different aspects of our lives, both personally and professionally. One of the areas most significantly impacted has been our attitude to remote working. How...