3 Steps to Trust not Bust Your Customer Experience Silos

In my last post, I talked about the importance of taking a customer-centric view of business systems. Not meaning the software applications that organisations run, but the people, policies, processes and organisations that makes up the way a business interacts with it’s customers. I described this as “thinking inside the box” and discussed some of..

Levitt; More than Railways, the Father of CX?

Years ago, as my career transitioned from being a technologist to content marketing I was recommended to read “Marketing Myopia” by Theodore Levitt, an essay written for Harvard Business Review back in 1960. Here’s the description from HBR: In it, Theodore Levitt, who was then a lecturer in business administration at the Harvard Business School, introduced..

Customer Experience – More Than a Pretty App

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..

Marketing Measurement; Now the CMO can look the CEO in the eye

Recently I was asked what is the biggest change for the CMO today. There is plenty written on this subject and trends that you can point at in a response; the CMO’s role and relationship with IT/technology, maybe the changing way that consumers are engaging with brands or is it the ability to tap into..

Social Media; The new “it’s not what you know”?

A lot is written about the risks your social media presence can have on your current or future career, the ill advised Facebook photo, a slightly ranty tweet or a staring role on YouTube – that uneasy feeling that big brother Google is indexing a big data catalogue of all of our lives. Yes, yes..