Lisa Loftis

CONTRIBUTING AUTHOR

Pittsburgh

COVERS

Customer Experience, Digital Marketing

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Lisa Loftis is a thought leader on the SAS Best Practices team, where she focuses on customer intelligence, customer experience management and digital marketing. She is co-author of the book, Building the Customer Centric Enterprise. She can be reached at [email protected]. 

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Lisa's Recent Articles

• Bringing the 'Customer' Back Into Customer Experience Apr 1, 2021
• Immersive Experiences: Be There or Be Left Behind Feb 22, 2021
• Loyalty Without Trust: A Long Walk Off a Short Pier Dec 2, 2020
• Humanizing Automation in CX: A Delicate But Essential Balance Oct 29, 2020
• Empathy Fuels Today's VoC Programs Sep 29, 2020
• Curiouser and Curiouser – Drawing the Line Between DXP and CDP Aug 21, 2020
• Where Customer Experience Goes, Governance Must Follow Jul 16, 2020
• Omnichannel Through the Eyes of the Customer and Its Impact on Martech Jun 15, 2020
• Beyond CDP or Bust: The Looming CDP Reality May 11, 2020
• Customer Loyalty: Understated and Overestimated Feb 25, 2020
• Customer Trust: Are We Experiencing an Existential Crisis? Jan 22, 2020
• The Jury Is in on the Future of Customer Experience Nov 20, 2019
• Leap Into the Future: Shape Customer Journeys With Context Oct 17, 2019
• Decisioning – The Only Way to Accelerate Analytics to Value Sep 23, 2019
• Innovation and Alignment: A Customer Experience Leader’s Harmonic Convergence Aug 12, 2019
• Beyond the Campaign: Times They Are A-Changing for CMOs Jul 8, 2019
• The Data-Driven Organization Is an Endangered Species Jun 7, 2019
• Measure Twice, Act Infinitely – As if Your Customer Experience Depends on It May 6, 2019
• Tread Carefully with CDPs to Avoid the 'Trough of Disillusionment' Apr 10, 2019
• Drawing a Line Between VoC, Customer Experience and Customer Analytics Mar 11, 2019
• The Age of Ask – Alexa, Are We There Yet? Feb 11, 2019
• Is Data Ethics an Oxymoron? Customers Don't Think So Jan 8, 2019
• IoT’s Impact on Customer Experience? Immediate, Significant, Unavoidable Nov 8, 2018
• The DX-CX Tech Conundrum: Where Does One End and the Other Begin? Oct 9, 2018
• Customer Analytics Under GDPR: What CMOs Need to Know Sep 7, 2018
• Gaining Customer Experience Insights: A New Twist on an Old(er) List Aug 14, 2018
• Customer Data Platforms: A Contrarian’s View Jul 9, 2018
• GDPR Compliance: Just Because You Don’t Have to Doesn’t Mean You Shouldn’t Jun 7, 2018
• Great Employee Experiences Beget Great Customer Experiences May 7, 2018
• The Future of Customer Experience Is AI: Are You Ready? Apr 9, 2018