Thunderhead.com

As I wrote a couple of posts back, I’ve recently noticed a new set of vendors offering “journey optimization engines”*. The key feature of these systems is they select customer treatments based on movement through a journey map. The treatments are usually...

On the surface, you would not think that Aston Martin and easyHotel Group would make perfect bedfellows, but the classic British sports car brand has just signed up to the same CRM programme as the budget hotel chain in an effort to boost understanding...

Whenever I am in a large European Call Center, or Contact Center, peering at the screens that the poor denizens or these neglected warrens face every day, I expect to look down at my wrist and see my grandfather’s 1965 Bulova Accutron Spaceview wristwatch...