My Top 5 Reads – Week 12

The best articles from the web that came on my table this week 12: A great review on Jeff Bezos and Amazon, Natwest’s strategy for retail banking, some good tips for designing for sales, and the future of CX according to McKinsey.

I Read 23 Years Worth of Jeff Bezos’ Amazon Shareholder Letters — Here’s What I Learned
First words: “the early nineties, very few people had heard of the internet. Jeff Bezos happened to be one of them.”

Prediction: The future of CX
First words:” Companies of all stripes have invested heavily in tools and technologies to help them understand their customers more deeply and to gain the advantages of superior customer experience (CX).”

NatWest rolls out new retail strategy to take on digital challengers
First words: “The UK incumbent is introducing a revamped retail banking model aimed at boosting revenues and reclaiming market share from neobanks.”

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Big data projects in Marketing are surprising. Constantly (Part 1)

A playbook for designing for sales
First words: “I’ve been designing for sales for the past five years, at Salesforce as a consultant & DocuSign as a product designer, and have come up with a working playbook.”

The big reset: Data-driven marketing in the next normal
First words: “Between March and August 2020, one in five consumers switched brands, and seven in ten tried new digital shopping channels. The retail sector experienced ten years of growth in digital penetration in a matter of months.”

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About the Author

Didier Dessens

CRM and Digital Experience Advisory

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