Almost every day I ask myself why, after 15 years in this industry we are aiming toward the same goal with our clients that still seems unreachable – personalization. No, we don’t call it personalization today, because that word is 15 years old and no-one wants to hear your 15 year old stories of ”it’s..
I walked into your store. My task was to look for a product to fulfill my need, to find out what that might cost, how it looks and feels. I picked up a product, thought about it and realized I needed to think about it some more. Maybe I thought it was too expensive, too..
This post has been brewing for a few months, seeded by a bar conversation I had with Scott Liewehr from Digital Clarity Group a few months ago, as it seemed to us that the focus of the discussion around Customer Experience Management (CXM) was currently too skewed toward marketing. Yet, of course, (and the clue’s..
A couple of weeks ago I was fortunate enough to attend SDL’s Return On Engagement Summit both in Boston and in New York. As part of these events we had Brian Solis as our guest speaker (as well some fine case studies presented by our partners). While this isn’t one of those fancy live blogging..