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Uh huh, the customer would ask for a faster horse

If you’ve ever done any sort of customer research in order to inform a user or customer experience design, or maybe to make a product development decision, I am sure you would have heard some

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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

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That Fine Line on Social Media: It’s All About Context

Oh crikey, an airline is setting the Twitter stream alight again and this time its British Airways. They seemed to have been very responsive and when trying to solve a customer issue they asked for

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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

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Has CRM Finally Decided it Owns the Customers Digital Voice?

So, today Salesforce.com has moved to acquire Radian6, a respected and possibly ‘leading’ vendor in the relatively new space of Social Media Monitoring (SMM), a rival to products like Alterian’s SM2 product that I knew

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You say tomato, I say tomato, you say WEM, I say WEM..

When you say WEM, do you say Web Experience Management or Web Engagement Management?  What does it mean and does it matter and what about CEM? Well, in this  post I want to explore that,

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