Technology_Internet – Ian Truscott

Real Life Customer Service is the Benchmark for Digital (Or Just Don’t Piss People Off)

November 22, 2016February 11, 2019Content Marketing, Customer Experience ManagementBrand, Coffee in Seattle, digital marketer, Facebook;, Food and drink, Marketing, Social Media & Networking, software;, Starbucks, Technology_Internet

This week I enjoyed a few hours at a roundtable for marketing folks, organised by Marketing Week, the subject of the discussion was personalisation. As we went around the table, articulating our experience of personalisation,

Uh huh, the customer would ask for a faster horse

August 15, 2016February 11, 2019Content Marketing, Content Strategy, Customer Experience ManagementBusiness, Customer, Customer experience, Customer experience management, Henry Ford, Innovation, New product development, Sales, Technology_Internet, transportation, ubiquitous transportation

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

Personalization – The hard bit is the bet

February 24, 2016February 24, 2016Content Marketing, Customer Experience ManagementAmazon, artificial intelligence, Engagement marketing, Facebook;, Marketing, Personalization, Technology_Internet

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

Hello MRM (and Hello Acquia)

February 19, 2016February 19, 2016UncategorizedAcquia, Adobe, Business_Finance, CEO, Content Management, Content Management Systems;, content management technologies, content marketer, digital marketers, Drupal, enterprise solution, General Motors, Interpublic Group, London;, McCann WorldGroup, MRM Meteorite, P&O, Platform as a service, SMART, technology line, Technology_Internet, Universal McCann

Last week I joined London based, customer experience marketing agency MRM Meteorite – (who are part of MRM//McCann/ McCann WorldGroup and Interpublic Group) – to help drive their technology line of business, content management specifically

Customers don’t care about your industry rules

January 29, 2016January 29, 2016Customer Experience ManagementAmazon.com, Customer experience, Customer experience management, Supply chain, technologist, Technology_Internet

I had a very pleasant lunch this week with an old chum, who’s an IT leader in a venerable publishing institution. We chatted about a number of things, but the thing that inspired this post

3 Steps to Trust not Bust Your Customer Experience Silos

January 15, 2016January 15, 2016Customer Experience ManagementBusiness, Business process, Business process management, Business_Finance, Customer experience, Customer experience management, Enterprise modelling, Information technology management, Process management, Technology_Internet, YouTube

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

What is content?

November 15, 2015November 15, 2015Content Marketing, Content StrategyAdvertising, author, Branded content, Business_Finance, Content creation, content marketing, Content Marketing Institute, Dave Trott, director for Bartle Bogle Hegarty, Interruption marketing, Marketing, Richard Cable, Robert Rose, Technology_Internet, United Kingdom;

Recently in the UK marketing publication Campaign, author, serial agency founder and regular columnist Dave Trott wrote about what he thought about the future of content in Content, Content, Content. In the article he rather glumly

Is your Audience Through the Social Media Keyhole?

October 2, 2011October 2, 2011ObservationsAOL, community tools, Computing, Content Management, content systems, early adopters social web, Facebook;, Geoffrey Moore, Google Inc., Google;, Internet, internet adoption, internet users, online activity, Online social networking, Social information processing, Social Media, Social Web, Technology_Internet, Twitter;, Web 2.0, World Wide Web

According to the latest Social Media Report by Neilsen (respected monitoring/research company) Americans are now spending more time on Facebook than they are on any other website. American internet users spent 53.5 billion minutes on

WEM Is DEAD.. it’s all about the Multi’s..

May 17, 2011May 17, 2011ObservationsHTML, HyperText Markup Language, Internet servers, Markup language, pervasive web, Technology_Internet, Wem

I have learnt from my American colleagues that according to some the end of the world is nigh, or the 21st May to be exact – so as the big day approaches let me be

Taking the W out of CMS?

June 24, 2010June 24, 2010The Engagement TierAndroid, application server infrastructure, Content Management, Content Management Systems;, Facebook;, iPad, iPhone, Josh Bierhoff, Technology_Internet, Twitter;, web destinations, Web Engagement, web experience, web site centric world

Next in my occasional series where I refer to a different to letter to the one in a TLA (after discussing the R in ECM) – I wondering if it’s time we took the W

What’s the big deal about Coke?

January 25, 2010January 25, 2010Observations, Web Engagementcommunity tools, Content Management, content management system;, Facebook;, HubSpot, Internet marketing, Marketing, media networks, New Media Age, Online social networking, Pepsi, Prinz Pinakatt, Social information processing, Social Media, social media community, social media listening strategy, social media networks, social media platforms, Super Bowl, Technology_Internet, the New Media Age, web analytics;, web content management systems, web delivery;, web publishers, web publishing;, YouTube

It was recently reported in New Media Age, picked up by the Hubspot blog that Coca-Cola were moving their campaign sites from “traditional” websites to social media platforms and they are not alone, Pepsi recently