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..

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..

Into the Engagement Tier…

This article was originally published on the Gilbane Blog back in July 2010, when I was an analyst there.  That blog has now changed hands and many of the posts removed I wanted to preserve this writing here… Recently I wrote an article for my blog – Taking the W out of CMS – exploring content management..

What’s the big deal about Coke?

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 created a stir as they announced a move from big budget Super Bowl ads to investing in their social media..

Software Developers: The New Rock Stars of Marketing

I smiled at this the other day -“Software Developers: The New Rock Stars of Marketing” – it comes from the article  ‘Out of the Box’ published a few weeks ago in the UK Financial Times, that talks about the role of technology in marketing in the new media age. The smile is because this is pinned up..