Articles
Tag: alan porter
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Why Are We Thinking About the Future of CX When We Can’t Get it Right Today?
We still have too many so-called customer experience initiatives that are driven by IT systems that in fact make things that should be easy, more complex.
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Machine Learning Isn’t Rocket Science
Machine learning isn't a predictive tool. It is however a great way to analyze a lot of data and an efficient way to learn about repetitive behavior.
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Customer Experience Isn’t About Fixing Discomfort, It’s About Preventing It
Thinking about the customer experience has to be woven into everything a company and its employees do, irrespective of their job-title or function.
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Are We Developing the Dickens of Customer Experiences?
How do we develop tech expectations that both support the agile entrepreneurial spirit, while still providing the foundations for customer experiences?
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Data-Driven Decisions Need Context
Data on its own doesn’t always tell the story. It needs context and understanding.
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Stop Using Customer Metrics to Live in the Past
Most of the metrics we capture today are a record of what someone did in the past, but they don’t tell us why they did what they did.
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Not Another @#$&! Survey ...
We have reached a point of survey fatigue.
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Want to Know the Future of Customer Experience? Ask a 2-Year-Old
As voice interfaces creep into every corner of our lives, are we looking at a future where keyboards become near-obsolete?
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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.
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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.
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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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