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...
Marketers need to lead their enterprise in using more customer attributes to deliver exceptional customer experiences. Those that do will become the future...
Marketers need to lead their enterprise in using more customer attributes to deliver exceptional customer experiences. Those that do will become the future winners of their industries while those that don’t will likely wither and fade. To read part 1 of this series, click here. To leap-frog the competition, marketers need to help move beyond today’s world of batch and blast or basic personalization (messaging based on a few attributes) and become like Amazon, Google, Uber,...
Marketers need to lead their enterprise in using more customer attributes to deliver exceptional customer experiences. Those that do will become the future winners of their industries while those that...
Rapidly evolving technology and the effect of the mobile internet on daily lives have had a pretty profound impact on customers, who have developed new habits...
Rapidly evolving technology and the effect of the mobile internet on daily lives have had a pretty profound impact on customers, who have developed new habits of exploring, discovering, connecting, and buying on the go. Customers now expect deliveries within 1 day, the same day or hours - answers within micro-seconds. In today’s world, it is not brands but consumers who are the real innovators, because they’ve embraced digital technologies to craft custom, personal...
Rapidly evolving technology and the effect of the mobile internet on daily lives have had a pretty profound impact on customers, who have developed new habits of exploring, discovering,...
Data has always been an important, albeit perhaps boring, aspect of customer experience. In today's world, data is increasingly becoming a mission critical...
Data has always been an important, albeit perhaps boring, aspect of customer experience. In today's world, data is increasingly becoming a mission critical asset for any business. After all, data is the new oil. Within the customer experience (CX) paradigm, data is a source of competitive differentiation when companies can use it to provide better, differentiated customer connections with their brand or service. However, this is not easy. Most businesses generate more data...
Data has always been an important, albeit perhaps boring, aspect of customer experience. In today's world, data is increasingly becoming a mission critical asset for any business. After all, data is...
As we enter 2020 and a new decade, I’m very excited because data analytics is one of the most critical areas companies must leverage for competitive advantage. ...
As we enter 2020 and a new decade, I’m very excited because data analytics is one of the most critical areas companies must leverage for competitive advantage. Analytics and data have made their way to the executive suite to help inform key decisions that are now being made across all business functions. With the great advancements being made in this space, I want to share my thoughts on four areas we’ll see breakthroughs in 2020 and beyond. #1 – Predictive intelligence - ...
As we enter 2020 and a new decade, I’m very excited because data analytics is one of the most critical areas companies must leverage for competitive advantage. Analytics and data have made their way...
Digital analytics play a vital role in creating personalized and contextual experiences to drive customer loyalty and more returns. How does Oracle Infinity...
Digital analytics play a vital role in creating personalized and contextual experiences to drive customer loyalty and more returns. How does Oracle Infinity help and why should you care?
"It is a capital mistake to theorize before one has data. Insensibly one begins to twist facts to suit theories, instead of theories to suit facts." –...
"It is a capital mistake to theorize before one has data. Insensibly one begins to twist facts to suit theories, instead of theories to suit facts." – Sherlock Holmes, from Sir Arthur Conan Doyle’s, “A Scandal in Bohemia” Anyone who works with customers today knows the importance of complete customer data, or at least of having as much as possible in order to delight them. This is crucial because in today’s ‘experience economy’, fickle and demanding customers can...
"It is a capital mistake to theorize before one has data. Insensibly one begins to twist facts to suit theories, instead of theories to suit facts." – Sherlock Holmes, from Sir Arthur Conan Doyle’s,...
History has shown us that time and again, innovation is synonymous with revenue. Think Apple, Starbucks, and Disney. The question is “what” or “who” is at the...
History has shown us that time and again, innovation is synonymous with revenue. Think Apple, Starbucks, and Disney. The question is “what” or “who” is at the origin of innovation? The answer in the digital world is Data. What does data have to do with innovation? In a word, everything. For today’s customers—both B2C and B2B—the experience they have with brands outweighs the actual usage or consumption of products and services, particularly if you honor the customer's most...
History has shown us that time and again, innovation is synonymous with revenue. Think Apple, Starbucks, and Disney. The question is “what” or “who” is at the origin of innovation? The answer in...
Have you ever been talking with a service person and had to repeat yourself? Of course you have. We all have, and we all hate it. It still happens even in 2019...
Have you ever been talking with a service person and had to repeat yourself? Of course you have. We all have, and we all hate it. It still happens even in 2019 and when it happens once, that’s one time too many. When we engage with a brand, we don’t care how its service or marketing departments are set up. We just want our issues resolved, quickly. When each and every interaction with a brand is an opportunity to please and delight that customer, forcing them to provide the...
Have you ever been talking with a service person and had to repeat yourself? Of course you have. We all have, and we all hate it. It still happens even in 2019 and when it happens once, that’s one...
