There’s no doubt carriers sit on a veritable treasure trove of customer data but figuring out which data is actionable to unlock value is where true...
There’s no doubt carriers sit on a veritable treasure trove of customer data but figuring out which data is actionable to unlock value is where true ‘digitization’ starts to differentiate itself from just “being digital.” It’s the difference between just putting a digital version of a bill online or really diving into a customer’s usage in an online channel to tailor an offer that provides real value. As I wrote previously, COVID-19 has accelerated the drive to digitization...
There’s no doubt carriers sit on a veritable treasure trove of customer data but figuring out which data is actionable to unlock value is where true ‘digitization’ starts to differentiate itself from...
If I’ve captured your attention by this title, I’ll do my best to keep it. How do “CX” and “Nerd” come together? I’m obsessed with helping companies create...
If I’ve captured your attention by this title, I’ll do my best to keep it. How do “CX” and “Nerd” come together? I’m obsessed with helping companies create better customer experiences and using Oracle’s technology to drive these experiences. It’s just CRM, right? I’m a huge nerd at heart. I’m curious about trends around business, technology and may have a special hoard of electronics that I’ve collected from years of being an “early adopter.” Remember the Palm Pilot, with...
If I’ve captured your attention by this title, I’ll do my best to keep it. How do “CX” and “Nerd” come together? I’m obsessed with helping companies create better customer experiences and...
As buyers, we’re always dropping breadcrumbs about what we want to buy or not buy - signals about our preferences for when and how we want to spend money. Good...
As buyers, we’re always dropping breadcrumbs about what we want to buy or not buy - signals about our preferences for when and how we want to spend money. Good sellers – whether direct sales, inside sales or online sellers – know how to interpret our scattered signals and make sense of them all. Buyers and sellers need to be on the same page in a whole new way so that buyers are better understood and sellers know exactly where to focus their energy. When a business creates a...
As buyers, we’re always dropping breadcrumbs about what we want to buy or not buy - signals about our preferences for when and how we want to spend money. Good sellers – whether direct sales,...
The popularity of subscription models fixate on popular B2C businesses—Stitch Fix, Netflix, Apple Music and Disney+ for example. However, product-as-a-service...
The popularity of subscription models fixate on popular B2C businesses—Stitch Fix, Netflix, Apple Music and Disney+ for example. However, product-as-a-service and a pay-as-you-go model are permeating the B2B world as well. B2B companies are leveraging IoT, machine learning, and the reams of data at their disposal to devise innovative ways to add new, stable pricing models, add-on services, and utilize their products’ technical underpinnings. In this realm, subscribers, not...
The popularity of subscription models fixate on popular B2C businesses—Stitch Fix, Netflix, Apple Music and Disney+ for example. However, product-as-a-service and a pay-as-you-go model are permeating...
Excellence is a lofty goal. With that in mind, we’ve been publishing a series of blog posts on CX excellence. We started in January with The Path to CX...
Excellence is a lofty goal. With that in mind, we’ve been publishing a series of blog posts on CX excellence. We started in January with The Path to CX Excellence (very aptly titled), and followed that in March with The Path to CX Excellence for B2B Marketers and The Path to CX Excellence for Sales Professionals. In April, we featured The Path to CX Excellence for Field Service and The Path to CX Excellence for Service Organizations, and then May brought Path to CX Excellence...
Excellence is a lofty goal. With that in mind, we’ve been publishing a series of blog posts on CX excellence. We started in January with The Path to CX Excellence (very aptly titled), and followed...
For better or worse, I’m what’s colloquially known as an elder millennial. I’m not part of the oft derided group that grew up staring at screens. I’m the part...
For better or worse, I’m what’s colloquially known as an elder millennial. I’m not part of the oft derided group that grew up staring at screens. I’m the part of the generation that came just before. My coming of age straddled the cusp of technology’s proliferation to the extent that we experienced the before and after effects rather uniquely. For example, before college, I had computer classes, but not computers in class. And when students started to use laptops as their...
For better or worse, I’m what’s colloquially known as an elder millennial. I’m not part of the oft derided group that grew up staring at screens. I’m the part of the generation that came just before....
Humans are hardwired to view uncertainty as a risk. It’s called the fight-or-flight response, and it’s part of our genetic make-up. This survival mechanism is...
Humans are hardwired to view uncertainty as a risk. It’s called the fight-or-flight response, and it’s part of our genetic make-up. This survival mechanism is brought on by a combination of stress as a reaction to life-threatening situations. Over the course of humanity, we have evolved in a variety of ways, but the fight-or-flight response remains. It’s part of the human existence. Our stress triggers have changed greatly, but to adapt to this response, we have also evolved...
Humans are hardwired to view uncertainty as a risk. It’s called the fight-or-flight response, and it’s part of our genetic make-up. This survival mechanism is brought on by a combination of stress...
In today’s Experience Economy, customers expect a seamless brand experience across all channels. To meet this demand, companies are investing in their digital...
In today’s Experience Economy, customers expect a seamless brand experience across all channels. To meet this demand, companies are investing in their digital customer experience strategy. However when it comes to content, 84% of companies struggle to manage content across the enterprise. A scary question to ponder is ‘How much does bad content cost companies and damage brand reputations?’ As customer expectations continue to increase, companies must prioritize content...
In today’s Experience Economy, customers expect a seamless brand experience across all channels. To meet this demand, companies are investing in their digital customer experience strategy. However...
My colleagues and I have recently been writing about “The Path to CX Excellence,” and the importance of brands thinking differently about their customers’...
My colleagues and I have recently been writing about “The Path to CX Excellence,” and the importance of brands thinking differently about their customers’ experiences (CX). One point of view we share is that brands today need to think about customer experience as the key point of differentiation to successfully attract, retain, and grow long term customer relationships. How every brand can have best-in-class experiences and set itself apart is unique for each organization....
My colleagues and I have recently been writing about “The Path to CX Excellence,” and the importance of brands thinking differently about their customers’ experiences (CX). One point of view we share...
