The rules of engagement for customer-obsessed organizations

The rules of engagement for customer-obsessed organizations

Today, customer engagement has shifted. Customers don’t just take what they get; they arrive with an expectation that a brand knows what they want before they even do.

05/25/17

Data is your customer

Data is your customer

In our digital age, it is becoming more and more difficult to reach our customers. However, there is an answer for our needs: data. With data, we can uncover priceless information that will reveal how we can reach and connect with our...

12/21/16

Align intelligence, UX and data to power exceptional customer moments

Align intelligence, UX and data to power exceptional customer moments

Increasing investments in intelligent applications is just one step to creating incredible customer experiences.

10/27/16

How to become an innovative leader in the digital age

How to become an innovative leader in the digital age

Change your approach to new technology and inspire innovation, separating yourself from the masses of companies muddling through the digital age.

08/02/16

Predictions: Driving enterprise leaders and innovation in 2016

Predictions: Driving enterprise leaders and innovation in 2016

Enterprise innovation is more than just ideas. It needs to be combined with data, design, and a culture willing to adopt it for companies to truly deliver exceptional customer experiences. There has never before been more opportunity...

12/02/15

Employees are the force that enables customer success

Employees are the force that enables customer success

In today’s customer-driven market, it’s easy to overlook the employee experience. But if companies allow customer focus to override their care for their employees, they will lose the very force that enables customer success.

11/03/15

Improve outcomes by connecting the employee and customer experience

Improve outcomes by connecting the employee and customer experience

Customers are more empowered with choices, more vocal about their desires, and more tech-savvy in their communication than ever before. Satisfying customer expectations each and every time determines whether today’s businesses rise or...

07/20/15

Data science leads the customer engagement revolution

Data science leads the customer engagement revolution

The big data revolution gained significant momentum in 2014, amassing to an incomprehensible amount of data: a zettabyte in just the past two years. Yet the revolution that is under way is not in the unprecedented quantity of data...

03/16/15

Predicting the future: Customer-driven innovation

Predicting the future: Customer-driven innovation

It's a common joke that science fiction technology has consistently predicted real innovation. What once seemed miraculous is now ubiquitous. But why are some ideas chosen above others?

02/24/15

2015 CRM predictions to fire up customer success and growth

2015 CRM predictions to fire up customer success and growth

Nearly every company is working towards a digital frontier and as we close out 2014, it’s important for companies to reflect on the strategic initiatives that will impact and accelerate customer success and business results for 2015....

12/19/14

As the Jedi views the Force, so should the CIO view CRM

I predict that the customer-centric era will bring the disappearance of CRM. Does that sound crazy? If so, let me clarify, so as to not confuse “disappearance” with “demise.” Far from becoming extinct, CRM will become so ubiquitous...

10/21/13

Reinventing the CIO as Chief Interaction Officer

CIOs need to stop thinking of themselves as Chief Information Officers. The vague title gives the impression that the CIO is the custodian of information, when the important part is really what they're doing with it. Rather, CIOs...

08/08/13

Building a psychic IT network

In 2013, the degree of insight into customer behavior required to remain competitive is unprecedented -- ten years ago we wouldn’t have even expected a psychic to do this much mind-reading. Fortunately, however, achieving this...

06/24/13

Treating customers like human beings is a high tech endeavor

Let’s face it -- there’s no product you can create that someone else can’t copy, improve, or sell cheaper. So how do you differentiate your brand? By delivering an amazing customer experience. These days this can’t be accomplished...

05/08/13

Captain Chaos: Superhero CIO of 2013

CIOs must learn to harness chaos for a very simple reason: business is becoming more chaotic. Globalization and technology, which have turned commerce on its head over the past 20 years, promise an even more dizzying rate of change...

03/27/13

How to be a James Bond-style CIO

In the age of tech-ubiquity, it’s easy for CIOs to bury themselves in tools and avoid the people they serve. However, the dangers of this are summed up nicely in this exchange from the recent James Bond film Skyfall: Q: I hazard I...

03/04/13

To create personal customer connections, employees must be 'one with the technology'

Regardless of how much time and energy you spend developing infrastructure to facilitate positive customer “moments,” or points of contact between members of your organization and your customers, you’ll need to put even more sweat...

01/30/13

Seize the customer 'moment'...or lose the customer

“Seize the day” was great advice for the analog world in which a finite number of things could happen in a 24-hour period. But in a digital climate, a single day poses endless possibilities, for good and ill. Seizing the day is no...

12/13/12

Customer obsession: The right kind of mania for CIOs

The term “obsession” doesn’t leave much middle ground -- either it leads to something very good, or very bad. Every department is driven by some sort of obsession. Sadly, an unintended consequence of the ERP systems that companies...

11/08/12

Cloud ROI: Of the people, by the people, for the people

Companies are shifting resources to the cloud for a variety of reasons: efficiency, cost, analytics, customer service, etc. While these are worthy goals, there’s a more fundamental objective that companies leveraging the cloud...

10/08/12

Load More