Howard Schulman

Martin Hill-Wilson and the Future of Customer Experience

There are lots of companies out there furiously completing journey maps and trying to bridge the gap between customer expectations and customer experiences. We spoke with noted Customer Experience (CX) innovator, Martin Hill-Wilson and asked about the state of CX and what companies should focus on for 2019 and onward. According to Martin, CX is […]
2 weeks ago 55 Reads share


The Future of CX According to Sue Duris

What will Customer Experience (CX) look like in 2019 and beyond? According to a noted CX industry expert, Sue Duris, there is plenty of room for improvement. According to Sue, there is a high level of stagnation in the CX environment but she has lots of optimism and great ideas to shake off any CX […]
2 weeks ago 52 Reads share


Is Your Auto Lending Process Stuck in 2004?

Auto financing is increasingly becoming commoditized. In this space, the price is no longer a focal attraction point for customers. This issue resonates with both non-captive and captive lenders. As a result, the new differentiating factor of loan originators is the customer experience. In fact, customers are willing to spend an 18% premium for this […]
January 4, 2019 95 Reads share