Articles
Tag: lisa loftis
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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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Is Data Ethics an Oxymoron? Customers Don't Think So
Attention C-Suite: If you make only one New Year’s resolution, make it this: use personal data intelligently, transparently and ethically.
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2018 Contributors of the Year: Lisa Loftis
A profile of one of CMSWire's contributors of 2018, Lisa Loftis.
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IoT’s Impact on Customer Experience? Immediate, Significant, Unavoidable
If you're a brand debating to IoT or not to IoT, the answer is IoT: too many of our modern conveniences rely on IoT already.
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The DX-CX Tech Conundrum: Where Does One End and the Other Begin?
The customer journey should not be divided into a digital experience (DX) and a customer experience (CX).
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Customer Analytics Under GDPR: What CMOs Need to Know
The question is not “will GDPR impact day-to-day business operations?” but “how significantly?"
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Customer Data Platforms: A Contrarian’s View
Rushing headlong into a customer data platform purchase can lead to headaches if you don't know what you're up against.
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GDPR Compliance: Just Because You Don’t Have to Doesn’t Mean You Shouldn’t
Is your company prepared for the GDPR?
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Great Employee Experiences Beget Great Customer Experiences
The premise that great employee experiences translate to great customer experiences is very real.
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The Future of Customer Experience Is AI: Are You Ready?
Soon, almost half of all digital transformation initiatives will be supported by some sort of cognitive computing or AI effort.
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