I had a great conversation with Katie Martell on ExperienceTV about customer care, bots (or, as we like to call them, “doorbells”), and why customer experience is the new marketing. Katie is a knowledgeable, engaging host with an obvious passion for customers and the experience economy. It’s 38 minutes of …more
Customer experience is the new brand, and in a world where everything is moving online, customer experience has become strategically critical for all organizations, large and small. Welcome to the CXM Experience, a new podcast series where I’ll be featuring tips, insights, and strategies to help you delight your customers …more
It’s been a rough year for organizations, large and small. During the past few months we’ve watched many companies struggle, and others rise to the challenge. Canlis restaurant in Seattle exemplifies the latter. A Seattle institution since 1950, every morsel of their reputation is well deserved (and my love for …more
For years, “digital transformation” has been on the priority list of every major company. And every year, little progress has been made. In fact, in 2019 Gartner found that only 23% of companies were even half way to their digital transformation goals. That was then, this is now. The challenges …more
There’s no business like show business, like no business I know.Irving Berlin There may be no business like show business but, sadly, there’s currently no show business either (sorry, Mr. Berlin). For theatre junkies (like me) this is particularly troubling. How do we get our regular entertainment fix with Broadway …more
Customer experience is the new brand, and in a world where everything is moving online, customer experience has become strategically critical for almost all organizations. Customer surveys have been an important part of the customer experience for years. But there’s another source of data that can create actionable customer service. …more
“Mr Jobs, you’re a bright and influential man … and it’s sad and clear on several accounts that you don’t know what you’re talking about…” begins the developer at the 1997 Apple WWDC. I don’t know if he continued with Apple or not, but if he didn’t he missed one …more
Thank you Uberflip for the opportunity to talk about digital transformation at the 2017 Content Experience. The event provided me with the opportunity to engage with some of today’s most brilliant marketing minds — it was an awesome couple of days! #conex17 It also gave me a chance to visit …more
