So you have a journey map. Now what?

As organizations strive to become more customer-centric, journey mapping has become an integral tool to help organizations get to know their customers better. But once your journey map is complete, how do you operationalize the process of turning insights into actions that will drive business outcomes? Join Celerity’s customer experience experts, Aaron Kennelly and Betsy …


How do you feel about telehealth now?

I’ve been thinking a lot about telehealth since the coronavirus took hold. I’m not a medical professional, but having advised companies in this industry and as a consumer, I have observed how healthcare providers have slowly adopted and used telehealth in increasingly innovative ways over the past decade. However, what was once hyped as a …


Introducing an ecosystem that revolves around you

Now in their mid-30s, Amanda and Steve are ready to make the biggest investment of their lives. Both are on an upward trajectory at work. They expect their family to grow soon and so there’s a lot going into their decision to pour nearly 40% of their family’s income into a new home over the …


Infographic: The modern traveler’s journey

Today’s travelers don’t want just a trip, they want an experience tailored to their every desire, with a few delightful surprises along the way. The data and technology exist to power these experiences. You just have to know how to use them. The infographic below will help you start using data to personalize traveler experiences. …


Data at the edge, vol. III: Enriched personalization

From Amazon to Facebook, today’s most ubiquitous digital brands got that way via personalization. Done correctly, consumers love it. In fact, the extent to which you personalize your customer experiences will determine the extent to which your customers trust, relate to, and engage with your brand as we move into the 2020s. So how can …


Data at the edge, vol. II: Enriched business intelligence

Miracles have been performed, mountains have been moved and now your executives have easy access to the data they need to develop insightful organizational strategies. But do your business units and front-line workers have the data they need to execute on that strategy? Whether you’ve centralized your data or not, chances are you’ve identified places …