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Customer Experience

  • Harte Hanks Featured Vol 1 Aug 2017

    Harte Hanks Featured Vol 1 Aug 2017

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  • Chatbots Are All the Rage—Here's How to Train Them

    Chatbots Are All the Rage—Here's How to Train Them

    Anubhav Mishra, Head of Connected Customer Experience for Americas at Wipro Ltd., builds and trains chatbots. Here, he provides an overview on how to train them.

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  • Sony Makes Marketing Human, Achieves Superior Results

    Sony Makes Marketing Human, Achieves Superior Results

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  • Introducing The Boutique: Why Our War Room Needed a New Name

    Introducing The Boutique: Why Our War Room Needed a New Name

    We needed to deliver every person who “walks into our store” a personal, meaningful interaction—regardless of her situation or where she is in the buyer's journey. Thus, The Boutique was born.

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  • Customer Journey Orchestration: The Evolution of Marketing Automation

    Customer Journey Orchestration: The Evolution of Marketing Automation

    The answer to automating your marketing while maintaining context—and a human touch—is customer journey orchestration.

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  • Retail Marketing in 2017: Approaches CMOs Need to Know

    Retail Marketing in 2017: Approaches CMOs Need to Know

    Micro-moments, the buyer's journey, experience centers, competing against Amazon...get insights into each with this compilation of top retail articles.

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  • The Evolving Retail Customer Experience: Frank Grillo and Kay Lemon on Knowledge@Wharton

    The Evolving Retail Customer Experience: Frank Grillo and Kay Lemon on Knowledge@Wharton

    Harte Hanks CMO Frank Grillo and Katherine Lemon, Ph.D., discuss how the digital age has changed the buyer's journey—and what retailers can do to meet evolving customer demands.

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  • Do Customers Want Integrated Media?

    Do Customers Want Integrated Media?

    When marketers enthusiastically tee up the objective to integrate online and offline marketing, it is easy to get side-tracked. Where is the “customer” in “media integration”?

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  • Why Casper is Winning—Valuable Lessons for Pure Play Retailers

    Why Casper is Winning—Valuable Lessons for Pure Play Retailers

    How is it possible that anyone wants to buy something like a mattress online? It’s all about building trust by providing the right experience.

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  • How Mobile is Transforming the Customer Journey

    How Mobile is Transforming the Customer Journey

    Americans check their phones 8 billion times a day. Harte Hanks Marketing Advisory Board Members discuss how mobile is transforming the customer journey.

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  • Amazon and Whole Foods: Why Retail Still Needs Brick and Mortar

    Amazon and Whole Foods: Why Retail Still Needs Brick and Mortar

    While facing significant challenges, brick and mortar is far from dead or dying; on the other hand, it plays a key role in retail success.

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  • The Difference Between Integration and Orchestration is Customer Context

    The Difference Between Integration and Orchestration is Customer Context

    To keep up with shifting consumer expectations and deliver a context-driven customer experience, you need the ability to do these four key things.

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  • Behavioral Finance and the Buyer’s Journey: Overcome Mental Biases

    Behavioral Finance and the Buyer’s Journey: Overcome Mental Biases

    Common mental biases can cause us to see fallout in the financial buyer’s journey. Let’s take a look at what they are, where they come into play, and how your messaging can help.

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  • How Brick and Mortar Can Compete in a Digital World

    How Brick and Mortar Can Compete in a Digital World

    Marketing experts like CMO Tami Mohney and Professor Scott Neslin discuss the challenges of retail marketing at a recent Harte Hanks Marketing Advisory Board meeting.

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  • Going Beyond 1:1: How to Create One-to-the-Moment B2B Marketing

    Going Beyond 1:1: How to Create One-to-the-Moment B2B Marketing

    With the advances in technology and the CRM, B2B marketing has become tech-first instead of people-first, getting more and more depersonalized. Here's how to fix it—and deliver more human marketing.

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  • Luxury Auto Maker Champions CRM 3.0, Focuses on the Customer

    Luxury Auto Maker Champions CRM 3.0, Focuses on the Customer

    This luxury auto brand is on its way toward CRM 3.0 and building lasting relationships with their customers through more human marketing.

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  • The War Room: A Powerful Tool for Human Marketing

    The War Room: A Powerful Tool for Human Marketing

    Our daily War Room meetings help us to keep on top of our customer interactions—and react appropriately in the moments that matter. Check out how we got started.

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  • Contact Center: Professional Sports League Upgrades Support Team, Technology

    Contact Center: Professional Sports League Upgrades Support Team, Technology

    This professional sports league’s streaming service now responds to customers faster than ever and resolves more problems in real time.

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  • Lenders: Use The Buyer’s Journey to Deliver Valuable Content

    Lenders: Use The Buyer’s Journey to Deliver Valuable Content

      Synchrony Financial understands that those big buys in life often don’t happen on a whim. Behind every major purchase are real people weighing up their options and deciding to part with their...

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  • How to Give Your Customers the Support Experience They Really Want

    How to Give Your Customers the Support Experience They Really Want

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