Biographical Information
Robert Wollan

Robert Wollan is a senior managing director and the global Advanced Customer Strategy lead at Accenture Strategy.

Articles By Robert Wollan
For all the emphasis on customer experience, service reps haven't been empowered to offer a great one.
Posted 31 Oct 2017 [November 2017 Issue]
Online disruptors and a new breed of digital consumer mean its sink-or-swim time for traditional retailers and consumer goods sellers
Posted 31 Jul 2017 [August 2017 Issue]
Loyalty investments in their current form are not generating all the value they could.
Posted 28 Apr 2017 [May 2017 Issue]
As disruptive growth becomes a bigger priority, companies have to determine who will be in charge of it
Posted 01 Jan 2017 [January 2017 Issue]
With augmented and virtual reality, customers can have immersive experiences with brands
Posted 01 Nov 2016 [November 2016 Issue]
Chances are, they're not who you think
Posted 25 Jul 2016 [August 2016 Issue]
Consumers want a blend of channels, and not just the digital ones
Posted 01 May 2016 [May 2016 Issue]
Products and pricing alone won't cut it; B2B vendors need to deliver valued experiences
Posted 01 Jan 2016 [January 2016 Issue]
In today's landscape, you need to find the right mix of traditional and digital
Posted 01 Oct 2015 [October 2015 Issue]
If you're not striving to understand today's nonstop customer, you might be wasting money
Posted 31 Jul 2015 [August 2015 Issue]
Three tips for keeping customers from straying.
Posted 01 May 2015 [May 2015 Issue]
Stay relevant in today's competitive market with these five tips.
Posted 01 Feb 2015 [February 2015 Issue]
When used wisely, this channel can be a B2C gold mine.
Posted 01 Nov 2014 [November 2014 Issue]
B2Bs must close the gap between spending and results.
Posted 01 Aug 2014 [August 2014 Issue]
The risk and opportunity of promising seamless customer experiences.
Posted 01 May 2014 [May 2014 Issue]
Five tips for retaining customers.
Posted 01 Feb 2014 [February 2014 Issue]
Valuable takeaways from leading-practice companies.
Posted 01 May 2013 [May 2013 Issue]
Why current acquisition, loyalty, and retention strategies are not working.
Posted 22 Mar 2013
Leveraging new consumer dynamics to drive growth.
Posted 01 Feb 2013 [February 2013 Issue]
New technologies mean new challenges.
Posted 01 May 2012 [May 2012 Issue]
Strategies for success in today's—and tomorrow's—business landscape.
Posted 01 Feb 2012 [February 2012 Issue]
Fewer consumers are switching, but that doesn't mean they are happy
Posted 25 Feb 2011 [March 2011 Issue]
Social media engagement requires a well-thought-out enterprise-wide approach
Posted 31 Jan 2011 [February 2011 Issue]
Customer analytics are emerging as a competitive advantage.
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