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The Deceptive Ease of the Startup Process

Born-in-the-cloud companies delivering digital services often fall short in a critical area. Because so many critical barriers to entry to creating an as-a-service company have been eliminated, there has been a mad rush to the as-a-service model on the part of many startups, some of which have become quite successful. The biggest problem that exists is a growing misconception on the part of born-in-the-cloud startups, that creating the infrastructure to a company is equivalent to creating the company. One can, conceivably, create an app, build a website and populate it with content, and add in an e-commerce component and a…

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Enhancing the Customer Experience

There is often a fundamental disconnect between what business decision-makers see as the goals of Customer Experience (CX) initiatives, and how it is seen by the front-line, customer-facing staff who are responsible for actually carrying out those initiatives. CX initiatives often revolve around utilizing big data and analytics tools to drive a deeper and more granular understanding of customers and potential customers, information which will ultimately inform marketing and distribution decisions. That level of knowledge also informs how front-line employees interact with customers. Data from hotel price comparison platform HotelsCombined shows that 22 percent of American business travelers like to…

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