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Radically Personal Episode 1: JetBlue Service Brings Humanity Back To Air Travel

Frankie Littleford has, as she puts it, “jet fuel in her blood.” An airline industry veteran and co-founder of JetBlue Airways, Frankie was the force behind the airline’s customer service mission to “bring humanity back to air travel.” I’m thrilled to welcome Frankie as my...


Blog Entry
A Tale of Radically Personal Service

Every day customer service heroes work hard to deliver radically personal service to customers —where customers feel known, valued, and experience service that feels effortless. This is the story of one such customer, Michael. And his customer service hero, Stephanie. … Meet Michael. ...


Blog Entry
Deliver Radically Personal Customer Service with Customer-Centric Tasks

Customer service heroes make their job look incredibly easy. But while they might resolve a customer’s issue in a single email, phone call, or chat session, it’s usually the result of a lot of behind-the-scenes work— by them, and the organization at large. Whether it’s liaising with the...


Blog Entry
Personalizing the Insurance Consumer Journey with a 360-Degree View

It’s a simple fact: Today’s data-driven organizations outperform their competitors—up to 23 times, according to McKinsey Research. But many of today’s organizations struggle to get the 360-degree picture of their customers needed to make hyper-personalization a reality. The insurance industry ...


Blog Entry
Why Personalized Customer Service? Because Consumers Demand It

By Andrea Paul, Content Marketing Manager The modern customer wants to buy a product, but they don’t want to be treated like a transaction. They’re expecting an experience—and if that experience is a positive one, then a one-time purchase often becomes a lifelong interaction with a company...


Blog Entry
Why Customer Engagement Is Critical for the Modern Business

For lasting brand loyalty, a strong customer engagement strategy is key. Customer engagement means creating interactions that anticipate customers’ needs and ensuring that they are supported at every stage of the buyer’s journey. In increasingly competitive markets, it’s critical for enterprises...


Blog Entry
Best Practices for Personalizing the Customer Experience

With the rise of digital media, Big Data and AI-powered analytics, the era of bombarding consumers with generic promotional messaging is quickly coming to an end. Instead, customers are finding themselves with personalized recommendations based on their browsing history, marketing messages...


Blog Entry
How Can You Hyper-Personalize Customer Experience?

This HGS blog should help you answer these key questions: How can our company create a data strategy to personalize our customer experience? What technology works best for personalization of customer data? How do you measure customer data personalization? ...