Articles
Tag: lisa loftis
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Omnichannel Through the Eyes of the Customer and Its Impact on Martech
A recent Accenture report highlighted an emerging trend it calls “the I in experience,” a new CX model that requires a shift away from one-way selling.
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Beyond CDP or Bust: The Looming CDP Reality
Despite the high level of interest, the future for the basic CDP may not be as bright as it seems.
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Customer Loyalty: Understated and Overestimated
Companies continuously understate what it takes to develop and maintain loyalty.
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Customer Trust: Are We Experiencing an Existential Crisis?
'Trust is a key element in the overall customer experience. Brands that cannot provide a high level of trust cannot provide a high level of CX.'
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The Jury Is in on the Future of Customer Experience
Gartner and Forrester recently shared some bleak predictions for the future of CX — but it's a future businesses can avoid by taking proactive steps today.
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Leap Into the Future: Shape Customer Journeys With Context
A marketing book that published in 1999 — yes, 1999 — points the way for what we should be doing in customer experience in the year ahead.
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Decisioning – The Only Way to Accelerate Analytics to Value
Analytics only drives value when positive outcomes are generated from the data. Otherwise, why do it at all?
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Innovation and Alignment: A Customer Experience Leader’s Harmonic Convergence
Customer experience leaders rarely have authority over everything that touches a customer — and that hinders their ability to operate.
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Beyond the Campaign: Times They Are A-Changing for CMOs
Three factors will drive the innovations marketers have been envisioning for years.
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The Data-Driven Organization Is an Endangered Species
A recent study found the number of organizations identifying themselves as data-driven is going down, rather than up.
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Measure Twice, Act Infinitely – As if Your Customer Experience Depends on It
CMOs and customer experience leaders beware: A faint but gathering sense of foreboding is in the air.
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Tread Carefully with CDPs to Avoid the 'Trough of Disillusionment'
CDPs were designed to solve some of the very real problems marketers have. But they require thoughtful consideration and careful planning before leaping in.
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Drawing a Line Between VoC, Customer Experience and Customer Analytics
The line between VoC, customer experience and customer insights or analytics seems to be blurring: and that weakens the efficacy of all three.
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The Age of Ask – Alexa, Are We There Yet?
Voice capabilities, search in particular, made almost every 2019 priority list — and this is clearly a global trend.
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