My Top 5 Reads – Week 44

My best picks from the web this week 44. This week: Salesforce, customer experience, social listening, and marketing.

The committed innovator: An interview with Salesforce’s Simon Mulcahy
First words: “The cloud software provider’s executive vice president and chief innovation officer discusses how Salesforce’s innovation process creates distinctive buying experiences.”

Why data is the life force of customer experience
First words: “To retain and grow market share in an increasingly competitive landscape, companies have had to adapt to a new business environment and find new means of retaining existing customers as well as attracting new ones.”

Marketing Teams: Here’s How to Best Use Customer Journey Maps
First words: “I’ve been known to say that you can’t transform something you don’t understand. If you don’t know and, more importantly, understand what the current state of the customer experience is – especially, what’s going well and what isn’t – how can you possibly design the desired future state?”

Lessons from digital transformation leaders in APAC and the critical role of observability
First words: “Global executive search firm Heidrick & Struggles surveyed more than 300 senior executives in APAC for its landmark digital transformation report, Transforming Asia: The search for digital leaders. Released in June 2019, the study showed that optimising customer experience was the most significant focus area of digitisation at 74.9%.”

What Can Social Listening Do to Improve CX?
First words: “Social listening is the process of monitoring social media channels for mentions of a brand, competitors, a product, service, or keyword. It allows brands to know what its customers are saying about it, how they feel about the brand, helps them to discover the pain points in the customer journey and obtain actionable insights that will help them to improve the customer experience.”

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My Top 5 Reads – Week 43

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About the Author

Didier Dessens

CRM and Digital Experience Advisory

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