Articles
Tag: lisa loftis
-
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.
Continue reading...
-
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.
Continue reading...
-
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?
Continue reading...
-
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.
Continue reading...
-
Beyond the Campaign: Times They Are A-Changing for CMOs
Three factors will drive the innovations marketers have been envisioning for years.
Continue reading...
-
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.
Continue reading...
-
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.
Continue reading...
-
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.
Continue reading...
-
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.
Continue reading...
-
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.
Continue reading...
-
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.
Continue reading...
-
2018 Contributors of the Year: Lisa Loftis
A profile of one of CMSWire's contributors of 2018, Lisa Loftis.
Continue reading...
-
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.
Continue reading...
-
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).
Continue reading...
Displaying 1-14 of 31