Articles
Tag: alan porter (page 2)
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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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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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