So your team put in the time and effort to deploy a new app—Congratulations! But a month later, the initial elation of launch has dissipated. After looking at the stats, you’re underwhelmed by your downloads and alarmed by the number of deletes. Maybe you set…
An app is a fantastic way to create a compelling experience for your customers, providing content and services they need while better aligning them to your brand. But one of the biggest mistakes we encounter is organizations seeing an app as just that—a functional deliverable.…
By now you’ve probably seen the 2010 Starbucks customer journey map that popularized the concept of outlining how your customers think and act when it comes to your brand. But if it’s 9 years later and you still haven’t journey mapped, you’re not alone. Journey…
Your organization’s technology stack defines the customer experiences you provide. Everything from how users purchase products to interactions with your customer support team to your personalization strategy relies on the system and tools you use and how those tools share information. Companies using legacy core…
Pursuing a new digital project is exciting. You passionately believe in its vision and goals, and feel it’s the right move for your organization. But every time you present to leadership, it's like a Shark Tank episode gone wrong. Before you walk into the boardroom,…
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