The recently concluded (July 10-13) OpenText Enterprise World event at Toronto, Canada had more than 5000 attendees from 56 countries and 400 partners gather to participate in 230 sessions, share best practices, and watch product demonstrations. Here’s my brief in-person account of the event highlights. TCS, a Diamond sponsor of… read more →
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Customer expectations have transformed quite radically in the last decade. They aren’t willing to tolerate long waits, slow response times or poor services. They are well aware that the market place is extremely competitive, and they can find someone else willing to do business with them on their terms. New… read more →
Traditional maps of customer journeys – the corporate world’s equivalent of the Old Masters, carefully composed, multilayered, and static – capture a moment of history. They tell us interesting things about the past but nothing about what might happen in the future. The customer journey maps that companies are now… read more →
Customer preferences are changing, and market disruption is taking place so fast that even the poster boys of disruption are seeing competition coming from unexpected quarters. Uber, disruptor of the personal transport industry, is going head-to-head with an unexpected rival as Google launches its ridesharing app Waze in San Francisco.… read more →
Over nearly two decades, I have spent a great deal of time working with CRM tools and contact center organizations, first as an agent, then across many roles in contact center leadership, and finally as a CRM and business transformation consultant. Many of the conversations I have with clients center… read more →
The art of mapping customer journeys, once akin to the lengthy and elaborate practice of painting a masterpiece to be framed for posterity and hung on the wall, has been transformed into an activity that has more in common with the quick brush strokes of a street artist’s sketch. Speed… read more →
If you have been around for the past couple of decades, you’ve probably noticed that the case for digital transformation has changed dramatically. In the beginning, ideas like digital experiences, ecommerce, automation and the like were viewed as fashionable marketing or sales experiments, with little proof of how they would… read more →
Digital technologies have been upending industry after industry, spawning big opportunities for long-established and new businesses alike. Over the last 10 years, a growing number of inventive companies have harnessed a ‘perfect storm’ of technologies — artificial intelligence, the Internet of Things, mobile devices, big data and analytics, and more… read more →
Customer journey mapping has become the de facto method for designing customer experience (CX) strategies. A study by Salesforce.com reported that “86 percent of senior-level marketers say that it’s absolutely critical or very important to create a cohesive customer journey.” If customer journey maps are so critical, why did a… read more →
The art of mapping customer journeys, once akin to the lengthy and elaborate practice of painting a masterpiece to be framed for posterity and hung on the wall, has been transformed into an activity that has more in common with the quick brush strokes of a street artist’s sketch. Speed… read more →
