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Tag: sheryl pattek

  • Sheryl Pattek: Great DX Extends Across the Customer Lifecycle

    Sheryl Pattek: Great DX Extends Across the Customer Lifecycle

    (As part of our Throwback Thursday series, we're resharing an excellent article from 2015 on Forrester's concept of engagement across the customer lifecycle. It explains why companies should rethink their strategy from a customer-obsessed perspective.) Is a customer someone whose behaviors and business patterns you can track like a parcel?

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  • Sheryl Pattek: Change Your Culture Before Your Technology

    Sheryl Pattek: Change Your Culture Before Your Technology

    Technology will not provide your organization with the customer experience you’re looking for, any more than a hammer can build a house or a hose can extinguish a fire. We’ve heard hints of this viewpoint before from Forrester Research.

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  • DX Digest: Sheryl Pattek on Customers Controlling Your Brand

    DX Digest: Sheryl Pattek on Customers Controlling Your Brand

    “It isn’t easy to disconnect the perception of your brand from the ongoing customer experience,” said Forrester Vice President and Principal Analyst Sheryl Pattek, “because every touchpoint matters. And customers now control the brand. “It’s more important what they say about you than what you say about yourself.

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  • DX Digest: Sheryl Pattek on the Customer Lifecycle #DXS15

    DX Digest: Sheryl Pattek on the Customer Lifecycle #DXS15

    Is a customer someone whose behaviors and business patterns you can track like a parcel? Can customers’ relationships with vendors and service providers become so focused that they can, for the most part, be automated? After all, what good is it for businesses to be transforming to an all-digital world

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