Articles
Tag: alan porter
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Digital Customer Experience Lessons From Getting My Car Serviced
How did my car dealership transform from virtually zero digital interactions to almost a fully DX? Easy. It listened to its customers and employees.
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Robert, HAL and What AI Fundamentally Helps Us With
As much as thinking about AI in fiction can either inspire or teach us cautionary tales, we now live in an age where AI has become a reality.
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6 Words for Customer Experience Leaders to Keep in Mind
As we look ahead to 2021 and beyond. these six words can provide a guideline for those of us in customer experience leadership positions.
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Crystal Ball Gazing: 5 Customer Experience Trends for 2021
No matter how clever we think we are in extrapolating future trends, reality has a habit of getting in the way.
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What Makes or Breaks Customer Loyalty?
Building digital trust isn't about collecting information to feed into your data lake. It’s about ensuring you meet your brand promise.
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When Customer Experience Needs a Human vs. a Machine
The machine/human divide is a sliding scale across the customer experience continuum.
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Is Your VoC Program All Talk and No Action?
Capturing the voice of your customer isn’t just about metrics, it’s about the stories behind the metrics.
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The Tale of a Table, 2 Stores and Why a Holistic Customer Experience Is Important
Developing a holistic view of the customer experience creates an ongoing cyclical relationship of trust, repeat business and peer marketing.
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Product Asset Management: Driving the Digital Supply Chain
When considering digital transformation strategies we must think beyond transforming one existing functional technology for another that is equally siloed.
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Going Digital Doesn’t Mean You Have a Digital Workplace
Being digital doesn’t mean being automatically ready for people to be productive.
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Don’t Forget Your Customer After They Become Your Customer
The adage "it’s easier to sell to an existing customer than find a new one" has been around for years, yet it seems many companies keep forgetting it.
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It's Not the Metrics, But the Customer Story That Counts
Rather than just measure our customers, we really need to get to know them. It’s a straightforward but old-fashioned idea: build relationships.
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Want to Excel at Personalization? Be Like Seth
Just because we know a lot about customers doesn’t mean we have to show that we do, or use every data point in every exchange.
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Trying to Define a Digital Customer Experience? A Visit to the Pub Can Help
Should you be creating an effective strategy for your digital customers, or an effective digital strategy for all your customers?
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