Customer Experience Management

A collection of 21 posts

Banking Featured

Navigating the Digital Future: Key Challenges for U.S. Middle Market Banks (>$50B Assets) 2025-2028

U.S. middle market banks face regulatory, tech, and competitive pressure through 2028. Key priorities include digital modernization, Basel III compliance, cybersecurity, and adapting to shifting customer expectations, with boutique consultancies playing a vital strategic role.

Healthcare Featured

Strategies for Improving U.S. Healthcare Outcomes and Managing Costs Through Digital Innovation (2025): Part II (Digital Innovations)

Digital technologies can transform U.S. Healthcare, improving outcomes and controlling costs. This report explores evidence-based interventions—patient segmentation, AI-driven workflows, telehealth reform—and reveals business strategies for sustained impact.

Healthcare Featured

The Boiling Point in U.S. Healthcare - Why Total Member Experience is No Longer Optional

The recent, tragic murder of UnitedHealthcare CEO Brian Thompson reveals deep distrust in U.S. Healthcare. To restore trust, insurers must embrace Total Member Experience, focusing on patient needs, transparency, empathy, fair costs, and digital solutions for sustainable, people-first care.

Podcast Featured

Mesh Digital Launches 'Insights Podcast Series'—Tune In for a Digital Deep Dive

Mesh Digital LLC has launched the Insights Podcast Series, now available on Apple Podcasts, Spotify, and YouTube Podcasts. Tune in for expert discussions on digital trends, strategies, and industry insights. Subscribe today on your favorite platform and stay ahead in the digital game!

Banking Featured

Top 10 N.A. Banking Trends for Q4 2024: Navigating the Future with Innovation and Strategy

This article highlights the top 10 N.A. banking trends for Q4 2024, focusing on the transformative role of technology. Key trends include GenAI for personalized services, the shift to cloud-first banking, and bridging the digital divide to maintain strong intergenerational relationships.

Strategy Featured

Creating a Total Experience (TX) Strategy: Enhancing Customer Experience and Driving Top-Line Revenue

In today's highly competitive markets, providing exceptional customer experience (CX) is a strategic imperative. However, focusing solely on CX isn't sufficient. An innovative approach that merges customer w/colleague experience (CX + EX) can create a Total Experience (TX) strategy.

Growth Featured

Experience-led Growth: The modern approach to create value and lift across global industries

Experience-led growth is a strategy that involves creating a unique & engaging experience to drive growth and create value for all stakeholders. This approach to business is becoming increasingly critical in a variety of industries, including financial services, healthcare, automotive, and retail.

Retail

Industry Focus: How Digital Touchpoints Are Changing Customer Experiences in Global Retail.

Retail has undergone significant changes of late, with the rise of digital technologies and the increasing demand for seamless, personalized customer experiences. Digital touchpoints, such as online, mobile apps, and social media platforms, have become critical components of the customer journey.

Industry Focus

Industry Focus: How Digital Touchpoints Are Changing Customer Experience in the Global Financial Services Industry.

Today, financial institutions are no longer just brick-and-mortar institutions where customers go to deposit or withdraw money. From online banking to mobile payments, customers now expect a seamless and convenient experience across all digital channels.

Healthcare

Industry Focus: How Digital Touchpoints Are Changing Customer / Member Experience in the Health Insurance Industry.

Digital touchpoints have revolutionized CX across industries, and the health insurance industry is no exception. With the rapid advancement of technology, health insurers have increasingly embraced digital touchpoints to enhance customer experience, improve efficiency, and streamline processes.

Automotive

Industry Focus: How Digital Touchpoints Are Changing Customer Experience in the Global Auto Industry.

The global automotive industry has been experiencing a paradigm shift in recent years, driven by the rapid advancement of digital technology, combined with the opportunities and challenges of moving to electrified platforms.

Transformation Tips

Transformation Tips Series: Structuring CX Journey Teams in a Customer Led Digital Transformation

Structuring customer journey teams as one of the first horizontal capabilities defined as part of the customer experience organization can go a long way towards the goal of breaking down problematic, legacy silos. Here are some steps to consider when thinking about organizing customer journey teams:

Transformation Tips

Transformation Tips Series: Breaking Down Organizational Silos in CX Led Digital Transformation

Breaking down organizational silos is an important step in achieving a successful customer experience lead digital transformation. Here are a few considerations to keep in mind when planning your organization's transformation journey:

Digital Featured

The 5 Stages of Building a Digital-First, Customer-Centered Company

Here at Mesh Digital, LLC research and recent successful client engagements continue to reinforce that businesses' need greater elements of context, control and collaboration in all end-to-end interactions, and processes to improve the Customer/Patient Experiences (CX/PX).

Impact Study

Impact Study: Big Blue Health Insurer's Enterprise IAM Strategy & Architecture

The CISO of this $21B US Health Insurer was looking to leverage IAM to underpin the firms Digital Transformation, but also to empower its workforce just as new challenges & opportunities emerged in healthcare due to the COVID-19 pandemic. The firm needed its first ever Enterprise-wide IAM Strategy.

Impact Study Featured

Impact Study: Global Airline Digital Channel Reinvention Strategy & Architecture

When the COO & Chairman of this Global Airline was staring down the path of restructuring, he saw the opportunity for Digital to lead the business out of bankruptcy and brought Mesh Digital in to drive this Digital Reinvention.

Healthcare

Ruining your Healthcare Brand One Patient Visit at a Time

I recently had the unpleasant opportunity to spend 9+ hrs in a local ED with my 81 year old mom. During this experience, I reflected on how poorly the American healthcare system treats its patients and wondered how we might be able to change these outcomes.

Impact Study

Impact Study: Customer Experience (CX) Strategy

A client wanted to pivot its business to a customer centric approach and be at the leading edge of the Industrial Manufacturing market by doing so while expanding into DTC, built on a leading CXM platform. But they didn't have the experience, knowledge, or strategies to do so.

Impact Study

Impact Study: Employee Tech Experience Strategy

Delivering a modern strategy to rapidly transform the colleague technology experience to focus on the real wants, needs, and pain points of colleagues.

Impact Study

Impact Study: Colleague Experience (CX) Personas, Journey Mapping, and Service Blueprinting

A client needed a rich set of data-driven personas and journeys defined for its employees to inform the company’s technology and HR strategies.

B2B

A Digital Marketing Performance Metrics Primer for B2B Firms

A Digital Marketing Performance Metrics Primer for B2B Firms Why Track Actionable Digital Marketing Metrics?