My Top 5 Reads – Week 25

My 5 favourite articles on CRM, CX and digital transformation to read this week. On the agenda: Banking, Salesforce, Omnichannel marketing, and Temenos.

Now Is The Time For A Conversational Approach To Customer Experience
“In a recent session at Pegaworld iNspire, Paul Greenberg, best-selling author of CRM at the Speed of Light and The Commonwealth of Self Interest was talking with Pega’s Vice President, CRM Product Marketing, Jeff Nicholson about the future of customer service. In that session, Greenberg commented that “Customers don’t think in terms of channels”

2020 marketing trends: Real-time engagement, AI, empathy, ABM and more
The sixth annual State of Marketing Report, just released and based on a survey of nearly 7,000 marketers around the world, reveals that the trends driving marketing are set by the customer – no great shock for those marketers who lead both innovation efforts and customer experience initiatives across their businesses. The trends themselves represent a great shift for marketers, however. Here, we recap the four top findings of the State of Marketing report.”

Where Omnichannel Experiences Get Stuck
“As the number and variety of channels customers use to interact with brands continues to grow, delivering an omnichannel marketing strategy has remained a priority for organizations large and small. Yet six primary sticking points stand in their way.”

Forging new frontiers: advanced technologies will revolutionise banking
“Retail, corporate and private banks were already under pressure to deploy new technologies and reshape their company cultures in order to compete with big tech firms and payment players. Now, as digital banking surges due to the coronavirus pandemic, this task is more pressing than ever.”

Omnichannel marketing in the new digital age
“The pandemic and resulting economic impact have dramatically impacted how businesses are being run and how marketers are approaching a more distributed, remote workforce. Consumers are shopping on screens from home, as are working professionals, increasing the importance of digital channels as part of the customer journey.”

About the Author

Didier Dessens

Business & Technology Advisory, CRM and Digital Transformation

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