Solve Content & Digital Experience Challenges

Jen Adamski-Torres


Join Tahzoo for our upcoming webinar, Hub, Meet Spoke: Solve Content & Digital Experience Challenges with Smart Digital Architecture with Forrester Senior Analyst Mark Grannan on Wednesday, March 29th @ 12PM ET / 9AM PT. How can digital agility help you improve accountability despite marketing disruption? Register for this insightful webinar to discover how you can use data to justify your digital experience architecture. Forrester Senior Analyst Mark Grannan will … [Read more...]

Let Your Mind Roam, Even on Vacation – My Summer Reading List for CX Professionals

John Kottcamp


I’m getting ready to head off on my family summer vacation. Every year we go to a little cabin on a lake and hang out. I load up a stack of books I’ve been meaning to dig into, but never find the time or the ability to concentrate without distractions. Most of the books tend to be fiction. After all, isn’t vacation a time to unwind and forget about the professional side of our lives. It is, but for me, it’s also a time for me to stop all the noise and think. We don’t give ourselves enough … [Read more...]

The customer journey: What happens when you fail to deliver on your promise?


Photograph by User:MrX A long time ago, when customers wanted to learn more about a product or a service, they had no choice but to either visit the store or give the producer a call. They could also trust advertising, which—most of the time—focused on emotional aspect of the offer, not product parameters. So, apparently there was no other way to get complete product information. Thankfully, the times have changed. What about retailers? Digital technologies gave birth to a new generation of … [Read more...]

Treat Customers Like Regulars with Data Science


My favorite bartenders always remember my name. They know what I like and how to talk to me. I expect that from them and, in return, I frequent the bars where they work. There’s nothing worse than being treated like a total stranger at a bar that I’ve been visiting for years. E-commerce is no different. Companies have data — knowledge about my preferences from past experience — and they use it to provide me better, more personal service. That is the definition of “contextual relevancy” in the … [Read more...]

It’s not the technology, it’s the execution


Technology is now at such a place where when we get an email or see an ad, we assume that there is some reason that we are seeing it. We all know that email open rates and time spent reading pages can be tracked. Consumers understand that their interaction history on a website can be used to recommend products and content. But, when I look under the hood, I am often surprised how little tracking is actually being done. When I look across the landscape of user experiences on the web, as well as … [Read more...]

Digital Experience Begins with Data

John Kottcamp


Here’s a little story for all those CEOs, CMOs and CIOs who dream of digitally transforming their businesses. My pharmacy of choice, Walgreen’s, offers customers a rewards program using a telephone number as a unique identifier. Like many people, I have both a land line and cell number, and I’ve managed somehow to set up loyalty programs under both. In addition to its own rewards program, Walgreen’s participates in the Balance rewards program, to which we also belong. But wait, it gets … [Read more...]

In Financial DX: Think Globally – Act Colloquially


With the growth of the Internet and the mobile/digital revolution bringing the world together as never before, many have speculated on the fate of language. There are those who would say we are headed toward a day of a common global language. But does that mean that languages that predate history will fade? I sincerely doubt it. As a global marketer, I’m reminded of this almost daily. A third of the world now speaks English to some extent. It seems the most likely candidate for de facto … [Read more...]