Articles
Tag: alan porter
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Are You Measuring Part or All of the Customer Experience?
Customer-related metrics should be viewed as part of an overall ecosystem and not as separate performance indicators.
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Socialize Your Culture Change and It May Just Be Successful
While the technology aspects of driving digital transformation can be complex, they are easy compared to managing the cultural changes that come with it.
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Why Your Customer Data Platform Is a Failure
Using CDPs to drive marketing campaigns forget about the "customer" in the name.
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How Good Customer Experience Can Turn Bad, in the Swipe of a Credit Card
A customer experience can quickly turn sour without the right support for both employee and customer.
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AI's Missing Ingredient: Intelligent Content
AI can automate mundane tasks and free up the humans to be more creative, but it needs the underpinning of data in context; it needs intelligent content.
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Is Real-Time Collaboration a Real Thing?
Real-time collaboration tools can help your organization operate more efficiently — with the right culture and business processes
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Are Your Customers Shouting Into the Void?
Don't ignore your customers. Give your customer-facing teams access to intelligent content so they can provide personalized responses to customer problems.
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Don't Dismantle Data Silos, Build Bridges
Dismantling data silos sounds like a fine aim. But after years of trying and failing, the author suggests a new approach: build bridges
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Let the Customer Experience Drive Your Technology Design
Payment terminal card readers have so many input options, they can confuse shoppers. That's a customer experience problem.
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Do I Really Need 61 Apps on My Work Phone?
Sometimes it makes sense to step back and ask yourself, "do I really need all these apps?"
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Employees Deserve the Same Digital Experience You Provide Customers
At some point in my career I reached an inflection point, when the technology I used at home surpassed the technology I used at work. I don't know exactly when it happened. When I started workin
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Is Your Voice of the Customer Program All Talk and No Action?
It was an interesting week of customer experiences in the fast food world. A Hot and Cold Customer Experience On the way to a concert Sunday evening, my wife and I stopped to grab a quick meal a
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DAM's Reach Spreads Across the Enterprise
Digitals asset management (DAM) systems can benefit anyone who needs to deal with the distribution, use and control of brand approved images. And so it seems only natural that DAM systems should resid
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3 Trends Shaping Today’s Digital Workplace
Most people probably believe they currently work in a digital workplace. After all, if you use a computer, you must be in a digital environment, right? But the truth is most people still work in
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