Beware the danger of false precision and over expectations
We are living in an era of of titanic shifts; an era where significant changes happen in comparatively short amounts of time. 10 years ago, smartphones didn't exist. Now we can't live without them. Companies like Slack and Uber have gone from pre-existent to multi-billion dollar valuations in less … Read More»
How the Digitization of Everything is Impacting the Customer’s Journey
For nearly a century, the buyer’s journey was relatively linear. Advertising messages distributed across a few mass media outlets were the primary method of spreading awareness. Purchase consideration generally occurred by reading product brochures and conversing with salespeople, friends and … Read More»
Everybody’s talking about Customer Experience. Customers still not getting what they need.
Lots of executives, marketers, customer service folks say they work for a customer focused organization. They say they care about the customer experience. According to a myriad of research reports, blogs, tweets, podcasts, and whitepapers, I see an increased focused on customer focus, customer … Read More»
Optimizing the Full Spectrum of Customer Interactions
This post is on behalf of the CIO Collaboration Network and Avaya Last weekend I had the pleasure of introducing a movie for the first time to my 5 year old son - a movie that incidentally, I first saw when I was 5 years old. In it, an iconic message was communicated via a channel that … Read More»