Articles
Tag: alan porter
-
The IoT May Change Customer Experience, But Not in the Ways We'd Expect
IoT today is more about manufacturing and data collection than it is about delivering an enhanced customer experience.
Continue reading...
-
Don't Let Your DX Stack Fall Prey to the Content Fallacy
The technology stacks we're used to working with are going through dramatic change. But the plans businesses are creating around this share a common weakness.
Continue reading...
-
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.
Continue reading...
-
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.
Continue reading...
-
Why Your Customer Data Platform Is a Failure
Using CDPs to drive marketing campaigns forget about the "customer" in the name.
Continue reading...
-
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.
Continue reading...
-
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.
Continue reading...
-
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
Continue reading...
-
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.
Continue reading...
-
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
Continue reading...
-
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.
Continue reading...
-
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?"
Continue reading...
-
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
Continue reading...
-
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
Continue reading...
Displaying 1-14 of 26