Wrote this article for Destination CRM (the online version of CRM Magazine) which looks at how the pressure for organizations to create more and more content to provide relevant customer experiences means that the need
Continue ReadingHovering Over The Back Button
Your customer experience is global — just ask your local chippy
Roberto Savvides manages The Regency, a “chippy” (a fish and chip shop) in Brighton (a seaside town in the UK). Roberto rolls up the sleeves of his crisp white shirt and opens the doors of
Continue Reading6 Tips for Improving Mobile Customer Experience
There are many different ways for businesses to go mobile. And while this may be good news for some organizations, others may be confused by the number of options available. In addition, some tactics, such as
Continue ReadingInterview with CMS Critic on SDL Bemoko Aquisition
As you may have heard, SDL acquired mobile web solutions provider Bemoko to enhance the Tridion content management system. CMS Critic interviewed me about this acquisition, asking what it means for SDL’s customers, the roadmap
Continue ReadingNavigating the 3 C’s of Customer Experience – Step 3: Control
This is the third of a three article series, breaking CXM into three disciplines around customer, content and control. This article Control refers to the orchestration of multi-channel relevant content publishing. Read the full article
Continue ReadingOptimising your mobile customer experience: Six questions to consider
I originally wrote this article for MyCustomer.com. A web publication that focuses on customer intelligence, customer experience, marketing and social CRM. In it I outline six key questions marketers need to consider for mobile engagement strategy.
Continue ReadingCXM: Do you Hunt and Make Fire or Order Pizza?
Call the holistic practice of engaging customers via the internet WCM, WEM, CEM or CXM – there is essential business change required to really provide a consistently great, cross channel, global customer experience. I was pondering
Continue ReadingWill “mobile first” one day seem as ridiculous as “Internet Explorer” first?
Ridiculous isn’t it to say “IE first”, yet in the olden days of web development when browser compatibility was no such thing – web designers had to think like this, to create a web presence
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Can you be too engaging with your customer?
Near where I live in Connecticut there are two local wine stores, in both the staff are friendly, they are as knowledgeable about wine as I need them to be and they both recognize me
Continue ReadingOther writing – 2012 Roundup
A roundup of articles that I published outside of this blog during 2012, while working for SDL. During 2012 I was fortunate enough to have the opportunity to write for a number of publications including;
Continue ReadingOther writing – roundup of 2012
A roundup of articles that I published outside of this blog during 2012, while working for SDL. During 2012 I was fortunate enough to have the opportunity to write for a number of publications including;
Continue Reading