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..

Personality goes a long way….

In this post I would like to explore personality in content marketing and the digital customer experience, but I am going to start with my kettle. Moving into a new house from the UK, we found ourselves needing a new kettle. Not much in that, I’m English, I drink tea, so I am bound to..

That Great Blog You Used to Write

This week I was at Gilbane Boston and as I gorged on the bountiful smorgasbord of ‘key takeaways’, inspirational quotes and great conversation at this CMS industry love-in – I was disarmed by possibly the quote of my week. As I sought out my buddies Robert Rose and Scott Liewehr for mentioning me and my blog..

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 relatively well. For anyone interested in digital engagement whether you call it web (WEM), customer (CEM) or pervasive (PEM) this..

Back Up to the Plate

So… around a year ago I was merrily blogging that I had left the vendor tribes and become a real boy as I became an affiliate analyst for Outsell’s Gilbane Group and looked forward to a change of life and a future of evangelizing and commentating on our business. Slightly shy of a year, I..

Introducing the Web Engagement Capability Model

I originally posted this on the Gilbane blog back in October 2010 when I was an analyst there – as that blog has now changed hands and many posts removed, I wanted to preserve my writing here…   To support our research and analysis, Scott Liewehr and I have been working on a capability model to define..

Onboard the Board at CMPros!

Last week I was proud to be voted onto the board at CM Pros, to join a pretty new board under the presidency of Scott Liewehr to take this respected community of practice organisation forward. It’s something we’ve been talking about for six months or so and  one look at the industry heavy weights that..

Tweetdeck Springs to Life at Gilbane Boston

Last week I attended the Gilbane Conference in Boston and have finally found a few minutes to blog about it, we exhibited and I was invited to speak in a couple of sessions and as I’d been contributing to the ‘back channel’ through Twitter (#gilbaneboston) I thought I’d expand on some of the those thoughts…