2020 has been a surrealistic year. With Covid-19, thousands of people and companies quickly adjusted to a new way of working that we all called WFH. Some moved quicker than others. For some, it was business as usual, for others, the experience was more painful. New lessons were learned. Flexibility was key. The diversity in digital maturity was striking. During […]
My best picks from the web this week 47. This week: The new elements of digital transformation, data partnerships, integrating marketing and IT, and customer service is having a moment. The New Elements of Digital TransformationFirst words: “Since 2014, when our article “The Nine Elements of Digital Transformation” appeared in these pages, executive awareness of the powerful and ever-evolving ways in […]
I recently posted Big data projects in Marketing are surprising. Constantly (Part 1) explaining that, from my experience, big data projects in Marketing were a do & learn approach. I was highlighting the importance of aligning stakeholders on a common definition of big data. In part 2, I am still referring to the same project: Marketing campaign effectiveness in a […]
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 MulcahyFirst 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 experienceFirst words: “To retain […]
Customer Experience and business agility is the topic I am exploring today. In a recent post, I was discussing some of the options organisations have today to address the changing customer engagement paradigm across their value chain. I was arguing that, even though the aim of creating experiences that customers desire and want might sound easy, it often brings new […]
Launching a new interview series on Customer Experience. On Tuesday 20th, October, I am meeting with Anne-Christine Lane, Vice-President and Head of Analytics & Automation at PostNord, the Nordic Postal Services company. Our conversation? Customer Experience and Business Agility. How can organisations regain a long-term vision and a sense of direction, while being agile and flexible to changes in the […]
My best picks from the web this week 42. Lots of announcements this week. Also we discuss banking and fintech partnerships, and then Big data analytics in healthcare. 5 Bank And Fintech Partnership Ideas To Generate RevenueFirst words: “Today’s realities in the banking industry:1. Banks and credit unions need new sources of non-interest income.2. Fintech startups need to start generating […]
My best picks from the web this week 41. Here are my 5 favourite articles worth reading on CRM, CX and digital transformation. On the agenda: Ford and Volvo, success and failures, and a view on the Chief Digital Officer’s role. How Ford And Volvo Are Embracing Next-Gen Experience ManagementFirst words: “If there is one thing I’ve learned through the […]
Best picks from the web this week 39. Here are my 5 favourite articles published on CRM, CX and digital transformation. On the agenda: Salesforce, banking, automotive, and APIs to support the customer experience. Salesforce announces Meetings, Einstein Video Call Coaching and more tools aimed at improving virtual salesFirst words: “As sales organizations shift to handling most, if not all, […]
Best picks from the web. Here are my 5 favourite articles published on CRM, CX and digital transformation I would recommend you to read this week. On the agenda: Stockholm’s Fintech scene, data and analytics, content strategy, and customer onboarding. Data and analytics are propelling organisations into the futureFirst words: “In the Leadership Series EDGE Webinar titled ‘Embracing Data and Analytics […]
Who is joining the CX transformation Nordics this year? It is an online event covering topics as customer centricity, how to lead successful CX initiatives, or customer service. I will especially attend the session “Transformational customer centricity: How CX is being used as a measurable KPI across the organisation” by Kati Packalen, Head of Customer experience at Postnord. This is […]
With the rise of digital business models, ecosystems, and the greater maturity in technologies such as AI, most organisations are forced to revisit their business models and the way they engage with customers. In this paper, I am exploring some of the options business units managing customer experience have to adapt in order to address the many challenges they are […]
Lots of good articles on CRM, CX and digital transformation this week! Here are the ones I liked best. On the agenda: Banking, Salesforce, Employee Experience, and digital transformation more generally. With human nature – not against it: How Jan Wallander made Handelsbanken unique“Handelsbanken has no sales or product targets, doesn’t believe in bonuses and empowers branch managers to make […]
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, […]
My 5 favourite articles on CRM, CX and digital transformation to read this week. On the agenda: Steve Jobs, CX, and digital strategies. Steve Jobs VS Reid Hoffman: Which Philosophy is the right one?“Founder of LinkedIn and former PayPal executive vice president, Reid Hoffman famously said: If you’re not embarrassed by the first version of your product, you’ve shipped too late”.“ […]
5 new great articles on CRM, CX and digital transformation to read this week. On the agenda: Salesforce vs Pega, supplemented with Gartner’s and ISG’s analyses. We are also speaking about 3D. Magic Quadrant for CRM and Customer Experience Implementation Services (Gartner)“Decade-high demand for CRM and CX implementation services including design, UX and e-commerce saw providers in this study grow […]
I’m pleased to share some good articles I have read this week on CRM and Digital Transformation – #myTOP5reads How to Maintain Customer Relationships While Working Remote How to Provide Customer Support on Social Media Faster What Is Marketing Orchestration? Top 3 ways to increase engagement in e-commerce Gartner: Top-performing companies understand CX
“My TOP 5 reads” brings us this week to discuss AI, DX platforms, trends, social media, and (non-digital) must-read books on CX. Einstein discovery (AI) – Customer churn analysis for a lottery company Gartner: Digital experience platform providers face growing challenges (By CMO Australia) CRM Trends to Watch for in 2020 (By Salesforce) Why Encouraging Online Comments Could Grow Your […]
“My TOP 5 reads” brings this week spotlights on marketing technology, customer contact, mobile, and disruptive innovation. Alphabet Soup: Martech Systems Are Letting Retailers Down (By Mediapost) Radical reform – the new model for customer contact (By the Drum) The evolving role of the CIO and CMO in customer experience (By Zdnet.com) 3 Things You Can Learn From Starbucks About […]
Week 2, 2020 of My Top 5 reads is now released! This week, my personal selection of articles on CRM, CX and digital transformation includes: AI vendors to watch in 2020 and beyond Why You Need To Consider IoT In Improving Customer Experience How to balance fraud prevention with great customer experience What’s Been Missing From Client Experience: Humans What […]
My Top 5 reads on CRM, CX and Digital transformation this week (Week 51): How The Salesforce Revolution Can Guide Marketing And Communications Firms’ Evolution Branding is dead, CX design is king An Overview of Artificial Intelligence in Salesforce Einstein How to find out if your CRM switch is a beneficial step for the organisation The applications of AI in […]
FYI – Here are my Top 5 reads on CRM, CX and Digital transformation this week (Week 50, 2019): Three barriers holding back the next wave of female digital leaders Michael Machado of Salesforce: Voice is the Future of CRM Forget digital transformation: Companies must evaluate digital maturity instead How Netflix uses psychology to perfect their customer experience Cadillac Offers […]
FYI – I will be attending the Oracle Modern CX Summit on Dec 10 at the Epicenter in Stockholm. If you are going too, please PM me and let’s have a coffee alongside the conference. /Didier
