Gerhard Heide

Director, Global Market Strategy, Pitney Bowes

Gerhard has nearly 20 years of experience advising many of the major B2C companies across Europe and the US on a wide range of analytical methods and service delivery technologies. He has delivered significant customer-centric solutions across many major industry sectors including finance, communications, utility, retail and the public sector. His current focus is on CRM, business insight and social media. Gerhard has also worked in statistics and queuing theory in collaboration with scientists at CERN and a number of leading universities. He holds an MSc and a PhD in Mathematics from the University of East Anglia.

Articles by Gerhard Heide

For Banks, Digital Transformation is Key to a Better Customer Experience

by Gerhard Heide | January 18, 2017 | No Comments

Man in Coffee Shop on Tablet Computer

Every company shares a goal of, ultimately, wanting to better engage with customers and improve the overall customer experience. It doesn’t matter how big your organization is, or how famous your brand name may be; every business lives and dies by its ability to engage with customers. And, customers today are demanding digital engagement. For […]


Digital Transformation 2.0: Planning for a Digital Economy

by Gerhard Heide | November 22, 2016 | No Comments


We’re onto 2.0 already? When did that happen? Well, it hasn’t happened yet – at least not completely. But the next phase of digital transformation is already underway whether you realize it or not. We have talked about Digital Transformation 1.0 at length, from its implications for call center customer engagement to omnichannel communications to […]


Digital Transformation: Best Next Action

by Gerhard Heide | October 12, 2016 | No Comments


Take a look at your customers and ask yourself: What are they thinking? What do they want? What do they like, and why do they like it? What do they dislike, and why do they dislike it? If the answers to these questions were easy to figure out, every business would be successful; the entire […]


Digital Transformation: Redefining Call Centers for the 21st Century

by Gerhard Heide | August 30, 2016 | No Comments

Call Centers blog image

Call centers are on the front lines for customer engagement. For all intents and purposes, the face of your company are the agents on the phones who directly interact with your customers on a given day, at any given time. In order to stay competitive, businesses need to make sure that their call center strategies […]


EngageOne Communication Suite Ranked ‘Leader’ in Gartner Magic Quadrant

by Gerhard Heide | February 24, 2016 | No Comments

Mobile Small Business

Customer service is the cornerstone of any successful business. Businesses must take advantage of the leading vendor products to facilitate the best quality experience to their client base. Pitney Bowes has proven yet again that they are among those leading solutions providers, as Gartner recently announced that the company was named a “Leader” in their […]


Why Best Buy’s Revamped Customer Engagement Strategy is the Way of the Future

by Gerhard Heide | October 1, 2014 | 1 Comment

Customer engagement is more important than ever.

Best Buy, the largest specialty retailer of consumer electronics in the U.S., was experiencing dwindling sales as a result of a weakening consumer electronics market. The company needed to reengage customers and spark renewed excitement over the brand’s products. After experiencing a decline in 2013, Best Buy launched a restructured customer engagement strategy to rejuvenate various […]