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What Matters Least to Line-of-Business Buyers
"If you help me innovate, help me differentiate, and don’t cause me pain from having to change everything else I’m doing (i.e. work with the stuff we have (integration)), then that is more important than being cheap. Oh, BTW, the “messy middle” of these factors is a collection of things that are very much “vendor risk” oriented."
go-to-market  customer  experience  decision  factors  innovation  integration  price 
10 weeks ago by jonerp
The Absence of Context
"The absence of context may be just a nuisance, but in some situations in can make the difference between success and failure. Clients ask for details on something that had been suggested, but no one is really sure what that is–or what was committed to them. The delivery team gets frustrated. A subscription is established for software, but users aren’t trained or given clear guidance on what the usage expectations are."
go-to-market  confusion  context  customer  experience  decision  making 
july 2019 by jonerp
Who Is Paying for the Value
"There is nothing wrong with providing benefits across value chains, but if you can’t connect to the compelling reason for the budget holders to act, then it doesn’t matter. If you can’t highlight the implications of the way they work today on not just their customers (or users or employees) but them specifically, then they may push back on change."
go-to-market  customer  experience  cx  storytelling 
june 2019 by jonerp
Voice search is here – can you hear it?
"Voice search; voice answers; voice actions; are you there yet?"
crm  and  customer  experience  digital  content  marketing  iot  robotics  ai  machine  intelligence 
may 2019 by jonerp
Workday maps out an AI-powered 21C enterprise architecture
"At its annual summit for industry analysts, Workday executives set out how AI and machine learning will change enterprise application architectures"
financials  hcm  and  the  digital  future  of  work  machine  intelligence  ai  user  experience 
april 2019 by jonerp
Bill McDermott’s outsized SAP valuation ambition – a Rubicon crossed or a bridge too far?
"Can SAP pull off a doubling or more of its current market valuation? McDermott is making the case but it is hard to see how the numbers stack up."
cloud  erp  financials  and  supply  chain  crm  customer  experience 
april 2019 by jonerp
NICE Interactions ’19 review – MoneyGram’s call center cloud transformation sets the tone
"I wasn't sure what to expect from NICE Interactions. What I got was a memorable show that raised provocative questions. Customers like MoneyGram made a vivid case for call center transformation - plenty to debate and analyze here."
analytics  planning  and  data  analysis  crm  customer  experience  service  management  digital  enterprise  in  the  real  world 
april 2019 by jonerp
Qualtrics and SAP’s new mission as a ‘system of action’ – exclusive interview
"In an exclusive interview Qualtrics CEO Ryan Smith and SAP's Adaire Fox-Martin explain the software giant's new mission as a system of action for customers"
analytics  planning  and  data  analysis  cloud  erp  financials  supply  chain  crm  customer  experience  user  xaas 
april 2019 by jonerp
Bed, Bath & Beyond’s omni-channel transformation needs more proof points as “detached from reality” management comes under fire
"Activist investors are circling the CEO and management team at Bed, Bath & Beyond, with the retailer still moving too slowly on omni-channel transformation."
analytics  planning  and  data  analysis  crm  customer  experience  e-commerce  retail  the  omni-channel 
april 2019 by jonerp
Zoholics 2019 review – Zoho One customer Purolite shares lessons on cloud adoption and adapting to change
"Zoholics 2019 was a milestone event for Zoho, with important product announcements - and an upstart challenge to new rivals. Early highlights include these four lessons on cloud software transitions from Zoho One customer Purolite."
crm  and  customer  experience  digital  enterprise  in  the  real  world  use  cases 
april 2019 by jonerp
How Google Cloud aims to stay relevant as AWS momentum plows on
"Kurt Marko offers his analysis of the announcements coming out of Google Cloud Next and the performance of new head honcho, Thomas Kurian."
cloud  platforms  -  infrastructure  and  architecture  crm  customer  experience  internet  of  things  iot  robotics  ai  machine  intelligence  productivity 
april 2019 by jonerp
Putting Adobe’s partnership strategy to the test – Workfront’s view from the Adobe Summit
"In the era of customer experience, partnerships are high stakes. No single vendor has the data to deliver on CX promises. Here's my take on Adobe partners at the Adobe Summit 2019, from ServiceNow to Workfront."
analytics  planning  and  data  analysis  collaboration  sharing  digital  productivity  crm  customer  experience 
april 2019 by jonerp
Infor 3.0 is all about people and the future of work – an interview with CEO Charles Phillips
"I sit down with Infor CEO Charles Phillips to discuss how he’s tackling the next phase of Infor’s strategy, which places people at the centre of business systems."
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  collaboration  sharing  digital  productivity  crm  customer  experience  future  of  work  hcm  the 
april 2019 by jonerp
You want AI with that? McDonald’s latest tech gambit gets highly personal
"McDonald's splashes out $300 million on its very own AI tech firm - personalised burger menus on the way!"
analytics  planning  and  data  analysis  crm  customer  experience  digital  enterprise  in  the  real  world  machine  intelligence  ai  retail  e-commerce  omni-channel  social  use  cases 
march 2019 by jonerp
Adobe Summit 2019 – how Avianca Airlines is facing the transformation challenge
"With all the hype around customer experience at Adobe Summit, it's time to put it to the test. Here's what I learned from the CTO of Adobe customer Avianca Airlines about their ambitious transformation project."
crm  and  customer  experience  digital  enterprise  in  the  real  world  transformation  -  frictionless  use  cases 
march 2019 by jonerp
Burgers, toothbrushes and flatpack furniture – Zuora CEO points to Subscription Economy transformation boom
"The Subscription Economy is booming and that means legacy business models need to be updated, says Tien Tzuo."
crm  and  customer  experience  financials  retail  e-commerce  the  omni-channel 
march 2019 by jonerp
Rimini Street opens up a new front with first public incursion into Salesforce territory
"The first win of a Salesforce client and the signing of the biggest deal to date, but also increased full-year losses."
cloud  platforms  -  infrastructure  and  architecture  crm  customer  experience 
march 2019 by jonerp
SAP Nation 3.0 – Manifest Destiny, a review and conversation
"SAP Nation 3.0 - Manifest Destiny provides the kind of call to action for both customers and SAP that has been missing in recent years. As such it is a solid read with something for everyone."
cloud  erp  financials  and  supply  chain  crm  customer  experience 
march 2019 by jonerp
Is digital transformation sticking to the wall, or losing its meaning? Debating digital data with Brian Solis
"Brian Solis is a good sport with interesting data. That's the ingredients for a fresh back-and-forth on the merits of digital transformation. Here's what The Altimeter Group has learned about how digital change happens, and the obstacles in the way."
analytics  planning  and  data  analysis  crm  customer  experience  digital  transformation  -  frictionless  enterprise 
march 2019 by jonerp
How Edge Computing Will Deliver on the Promise of 5G
"That’s because it’s not meant for us. Like most technological advancements, industry will come first. The promise of 5G is in swarms of drones and fleets of autonomous vehicles. It’s in lightweight industrial wearables that process crucial information rapidly. It’s in robots. And, yes, it’s in the augmented reality game we’ve all been waiting for, “Harry Potter: Wizards Unite.”

This promise of 5G will be most likely delivered on the edge, taking it from conference marketing to real-world feasibility. In fact, 4G can already deliver a 5G-like experience with edge computing."
That’s  because  it’s  not  meant  for  us.  Like  most  technological  advancements  industry  will  come  first.  The  promise  of  5G  is  in  swarms  drones  and  fleets  autonomous  vehicles.  lightweight  industrial  wearables  that  process  crucial  information  rapidly.  robots.  yes  augmented  reality  game  we’ve  all  been  waiting  “Harry  Potter:  Wizards  Unite.”  This  be  likely  delivered  on  edge  taking  it  from  conference  marketing  to  real-world  feasibility.  fact  4G  can  already  deliver  a  5G-like  experience  with  computing.edge  iot  events 
march 2019 by jonerp
Retail transformation roundup – insights from the latest retail projects and earnings news
"Retailers walk a thin line between encouraging results and omni-struggles. Here's my top picks and lessons learned from diginomica's retail transformation coverage."
analytics  planning  and  data  analysis  crm  customer  experience  retail  e-commerce  the  omni-channel 
march 2019 by jonerp
What’s new at diginomica and fresh angst among independent industry analysts
"We have big plans to suck less. Check it out. Also, we're starting to see more public criticism of mega-vendors. Here's our round-up of recent tropes that get to the heart of what irks independent analysts."
cloud  erp  financials  and  supply  chain  crm  customer  experience  hcm  the  digital  future  of  work 
february 2019 by jonerp
Accessibility matters, but so does culture change – lessons from diginomica’s workplace diversity coverage
"My review of diginomica's workplace diversity coverage brings out issues in accessibility, design, and workplace culture change. Strides in applying tech like AI and ML to expand workplace opportunities is contrasted by persistent inequalities."
digital  skills  and  training  diversity  the  new  professional  it  as  a  service  user  experience  ux  application  design 
february 2019 by jonerp
What has the attention of marketers for 2019?
"It's a new year, but marketers are grappling with some classic problems. Here's Barb's rundown of the top issues marketing are reckoning with in 2019, from ABM to content marketing tools."
content  marketing  crm  and  customer  experience  digital 
february 2019 by jonerp
SAP restructures as it sets long term ambitions while meeting Q4 FY2018 expectations
"SAP announced an ambitious target for cloud earnings by 2023 as it sets to take an estimated €800-950 million restructuring hit, hits Q4 expectations."
cloud  erp  financials  and  supply  chain  crm  customer  experience  digital  transformation  -  frictionless  enterprise  earnings  reports 
january 2019 by jonerp
Zoho CEO – Amazon is coming to enterprise software
"Cloud application vendor Zoho believes enterprise software prices are set to fall as Amazon enters the market and says it's ready to take on the newcomer"
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  collaboration  sharing  digital  productivity  crm  customer  experience  transformation  frictionless  enterprise 
january 2019 by jonerp
Infor on retail at NRF ’19 – C-level buy-in is fueling retail cloud adoption, and storefronts still count
"Next up in my NRF 2019 series - Infor speaks to the retail feedback on the show floor. Yeah, AI is hot, but customers are asking tougher questions. C-level buy in on retail change is higher - and that matters when transformation is called for."
crm  and  customer  experience  machine  intelligence  ai  retail  e-commerce  the  omni-channel 
january 2019 by jonerp
Customer experience disconnect is putting businesses at risk
"Research from Dimension Data shows that 70% of respondents said customer experience is not represented at board level. The research indicates that lower-level management or multiple managers often assuming responsibility. Furthermore, only 17% said their organisation takes a fully integrated, centralised approach to user experience."
erp  latest  news  ai  analytics  artificial  intelligence  customer  experience  cx  digital  integration  ecommerce  retail  user  visualsoft 
january 2019 by jonerp
At the dawn of a new generation of enterprise applications
"Slack, Zendesk and a few others are a new generation of cloud-native vendors set to reinvent enterprise applications for a connected, frictionless future"
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  collaboration  sharing  digital  productivity  crm  customer  experience  frictionless  enterprise  xaas 
january 2019 by jonerp
NRF to retailers, and Wall Street – we need better metrics to assess retail health
"Amidst all the next-gen tech at NRF's Big Show 2019, a different and vitally important debate ensued: are retailers even measuring the right things? Here's what I learned about NRF's push to broach a dialogue on new retail metrics."
analytics  planning  and  data  analysis  crm  customer  experience  retail  e-commerce  the  omni-channel 
january 2019 by jonerp
Infor CEO Charles Phillips on the $1.5bn that sets up a massive tech IPO
"Infor CEO Charles Phlllips gives us the lowdown on the $1.5 billion investment that primes the enterprise software giant for a massive tech IPO"
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  crm  customer  experience  hcm  the  digital  future  of  work 
january 2019 by jonerp
NRF 2019 – All retailers are in the data business now; Chick-fil-A shows why.
"The big lesson from NRF 2019 is that you're not winning in retail without tackling your data problem - and turning it into an asset. Here's an illustrated view of how Chick-fil-A approached this problem, and how modern data analytics, in this case Tableau, fits in."
analytics  planning  and  data  analysis  crm  customer  experience  digital  enterprise  in  the  real  world  retail  e-commerce  omni-channel 
january 2019 by jonerp
DataSelf on BI adoption – to move beyond the data geeks, we have to solve human problems.
"Getting results from data will be a burning question all year in my coverage. There's no one better to kick it off than Joni Girardi of DataSelf. He speaks to the problem of BI adoption, and the changes DataSelf has gone through."
analytics  planning  and  data  analysis  crm  customer  experience  frictionless  enterprise 
january 2019 by jonerp
Powerpoint-drenched events are legacy. Why unconferences and white board sessions are the way forward
"Stale slide decks, boring panels and cheesy motivational speakers have obscured the essence of enterprise events: peers learning from peers. Here's six proven formats you can use to make your event more interactive - and indispensable."
collaboration  sharing  and  digital  productivity  crm  customer  experience  skills  training  future  of  work 
january 2019 by jonerp
The Year That Was – the Stuart version
"A tough year for some in the retail sector, but progress on the omni-channel journey for others."
analytics  planning  and  data  analysis  cloud  platforms  -  infrastructure  architecture  collaboration  sharing  digital  productivity  crm  customer  experience  content  marketing  enterprise  in  the  real  world  retail  e-commerce  omni-channel  social 
december 2018 by jonerp
The Year That Was – the Phil version
"Frictionless enterprise, digital transformation, headless, serverless, XaaS, robots and scandal - Phil's look back on 2018 has it all."
collaboration  sharing  and  digital  productivity  crm  customer  experience  enterprise  in  the  real  world  frictionless  future  of  work  infrastructure  machine  intelligence  ai 
december 2018 by jonerp
The Year That Was – the @jonerp version - the rise of the best of breed cloue enterprise and the CX farce
"Jon's year brought him from AI hype overload to use case inspiration and back again. Hot topics include the digital skills gap, the farce of customer experience, and the return of the best of breed enterprise."
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  crm  customer  experience  digital  enterprise  in  the  real  world  hits  misses  machine  intelligence  ai  retail  e-commerce  omni-channel 
december 2018 by jonerp
2018 – the year of cloud competency as an enterprise IT ‘must have’
"2018 in review, part 1 - a year in which cloud competency became an enterprise IT requirement as it moved onto managing complexity."
cloud  platforms  -  infrastructure  and  architecture  digital  skills  training  user  experience 
december 2018 by jonerp
The illustrated 2018 customer service fail awards – exclusive personal edition
"Companies work hard to earn the distinction of "worst customer service you received this year." It's only fair they get their just reward. Here's mine - complete with illustrations of services not rendered."
crm  and  customer  experience  service  management 
december 2018 by jonerp
Tech powers The Bike Project’s work in helping refugees navigate new lives
"The London-based charity is using CRM and an SMS alerting system in its work of reconditioning second-hand bicycles and donating them to new arrivals to the UK capital."
crm  and  customer  experience  digital  enterprise  in  the  real  world  social 
december 2018 by jonerp
Sales and marketing working in tandem – organizational Holy Grail or the new reality?
"Marketing and Sales working in harmony for the greater good...or fighting like a bag of cats. Salesforce's State of Marketing Report suggests progress."
analytics  planning  and  data  analysis  cloud  platforms  -  infrastructure  architecture  crm  customer  experience  digital  content  marketing  iot  robotics  ai  machine  intelligence  social  user  ux  application  design 
december 2018 by jonerp
Three Tests to Assess Your Customer Centricity-Beyond Lip Service
"Customers are a rich source of information and feedback. But often, that feedback feels like a burden if your organization is prepared to embrace it. I’ve talked to many companies that are worried about customer communities, because of the concern that customers will share bad experiences."
go-to-market  advisory  board  advocacy  customer  centricity  communities  experience  cx  enterprise  persona  ideal  profile  product  strategy 
december 2018 by jonerp
Hudson’s Bay – claiming retail uniqueness, but still struggling with omni-channel 101
"Hudson's Bay is a retailer that's still struggling to get to the foothills of omni-channel retail basics."
crm  and  customer  experience  digital  enterprise  in  the  real  world  retail  e-commerce  omni-channel  social 
december 2018 by jonerp
How Zendesk pursues frictionless collaboration with Zoom video conferencing
"You can't serve your customers if your employees are bogged down. SaaS customer service vendor Zendesk has to be frictionless inside their company to achieve that result for others. Here's how they've changed employee productivity with Zoom video conferencing."
collaboration  sharing  and  digital  productivity  crm  customer  experience  service  management  use  cases 
december 2018 by jonerp
SAP and Qualtrics – how might this work and what are the barriers?
"A week following SAP's acquisition of Qualtrics, we take a deeper look inside the workings of Qualtrics to assess the opportunities and challenges."
crm  and  customer  experience  productivity 
november 2018 by jonerp
Two decades of online doesn’t guarantee the necessary omni-channel balance for Nordstrom
"Nordstrom reckons that two decades of online presence is validation of its digital investment and progress, but the omni-channel alignment is still elusive. "
analytics  planning  and  data  analysis  crm  customer  experience  digital  content  marketing  retail  e-commerce  the  omni-channel  social 
november 2018 by jonerp
Enterprise hits and misses – Black Friday looms, SAP splurges on Qualtrics as CX heats up
"In his latest travel-streamlined, road-punchy version of hits and misses, Jon picks the highlights from the week’s biggest shows, his best-of picks from the enterprise web, and, as always – your weekly whiffs. SAP's acquisition of Qualtrics gets special attention."
crm  and  customer  experience  hits  misses  retail  e-commerce  the  omni-channel 
november 2018 by jonerp
Qualtrics acquired – SAP’s high priced bid to solve customer experience
"SAP just poneyed up $8bn for Qualtrics, a company that provides analytics in the customer experience space. Does it make sense? Well yes - but only if companies actually care in the first place."
analytics  planning  and  data  analysis  crm  customer  experience  service  management 
november 2018 by jonerp
Inside the surprising Workplace by Facebook – what I learned from Workplace product leaders
"Workplace by Facebook has added complications to my already complicated relationship with Facebook. But Facebook's Simon Cross believes that Workplace can make a difference, by fueling the culture that good teams emerge from."
collaboration  sharing  and  digital  productivity  crm  customer  experience  hcm  the  future  of  work  social 
november 2018 by jonerp
FinancialForce and the quest to remake midmarket ERP for a digital world
"The latest release from FinancialForce builds in analytics and billing in the quest to remake midmarket ERP as agile and connected for a digital world"
cloud  erp  financials  and  supply  chain  crm  customer  experience  frictionless  enterprise  professional  services  user 
november 2018 by jonerp
The state of Tableau 2018 – CPO Ajenstat on Tableau as a data platform, and the push for analytics ubiquity
"At last year's Tableau Conference, Tableau laid out its vision for AI/ML and its impact on data analysts. Tableau's platform ambitions were another crucial storyline. Time for a progress report."
analytics  planning  and  data  analysis  cloud  platforms  -  infrastructure  architecture  crm  customer  experience 
november 2018 by jonerp
AirAsia lands on Google Cloud to build a frictionless digital travel business
"The buzzword is frictionless, says CEO Tony Fernandes, as AirAsia partners with Google Cloud in its aim to become a digital travel business"
cloud  platforms  -  infrastructure  and  architecture  crm  customer  experience  frictionless  enterprise  use  cases 
october 2018 by jonerp
Jet-powering Walmart to go on the offensive – e-commerce chief Marc Lore has battleplans
"In the final part of our focus on Walmart's digital transformation, Marc Lore has some big questions to ask - and answer."
analytics  planning  and  data  analysis  crm  customer  experience  digital  enterprise  in  the  real  world  e-commerce  machine  intelligence  ai  retail  omni-channel 
october 2018 by jonerp
Twilio proclaims a communications renaissance for frictionless enterprise
"Twilio proclaims a great communications renaissance and a new wave of flexible API-based software platforms with AI on top. We see frictionless enterprise"
cloud  platforms  -  infrastructure  and  architecture  collaboration  sharing  digital  productivity  crm  customer  experience  frictionless  enterprise 
october 2018 by jonerp
Enterprise hits and misses – Sears goes on layaway and chatbots file lawsuits
In this streamlined, “Jon feels the road burn” version of hits and misses, he picks the event coverage that matters, the best of the enterprise web, and, as always – your weekly whiffs."
best  of  crm  and  customer  experience  retail  e-commerce  the  omni-channel 
october 2018 by jonerp
Twilio’s $2 billion for SendGrid says that email’s not dead
"Despite the rise of messaging, chatbots and voice assistants, Twiio's $2 billion purchase of SendGrid sends a message that email's far from dead"
collaboration  sharing  and  digital  productivity  crm  customer  experience  content  marketing  infrastructure  ux  application  design 
october 2018 by jonerp
Bank of America CEO – digital-only is not the way to go in banking
"Bank of America is investing in a combination of digital innovation, platform consolidation and branch expansion. "
analytics  planning  and  data  analysis  cloud  platforms  -  infrastructure  architecture  crm  customer  experience  digital  enterprise  in  the  real  world  financial  services  fintech 
october 2018 by jonerp
Putting the customer at the heart of marketing – Salesforce CMO Stephanie Buscemi on how it’s done
"The recent Dreamforce conference was customer-rich; CMO Stephanie Buscemi explains how it's done."
crm  and  customer  experience  digital  content  marketing  social 
october 2018 by jonerp
Web founder Berners-Lee rallies Solid rebellion against digital empires
"WorldWide Web creator Sir Tim Berners-Lee launches Inrupt to foment Solid citizen data rebellion against digital empires of Facebook, Google and others"
cloud  platforms  -  infrastructure  and  architecture  data  privacy  open  source  user  experience 
september 2018 by jonerp
Dreamforce 2018 – Keith Block on integration, innovation and life as a co-CEO
"As Dreamforce begins to wind down, I had the chance to sit down to chew the fat with co-CEO Keith Block on a variety of Salesforce-related topics."
cloud  platforms  -  infrastructure  and  architecture  collaboration  sharing  digital  productivity  crm  customer  experience  content  marketing  financial  services  fintech  hcm  the  future  of  work  iot  robotics  ai  retail  e-commerce  omni-channel  df18 
september 2018 by jonerp
Buyer Readiness Does Not Mean Buyer Knowledge
"Well they did not assume that we (even though we were ready to buy) were knowledgeable and confident. This is likely to be the case in situations where urgency is forcing a purchase. They also provided proactive and prescriptive guidance. It was powerful and confidence building."
go-to-market  buyer  readiness  confidence  customer  experience 
september 2018 by jonerp
Dreamforce 2018 – it’s all about integration, says Salesforce product chief Bret Taylor
"In an exclusive diginomica interview, Salesforce President and CPO Bret Taylor talks integration and Lightning, MuleSoft, Customer 360, Quip, Einstein Voice."
cloud  platforms  -  infrastructure  and  architecture  collaboration  sharing  digital  productivity  crm  customer  experience  machine  intelligence  ai  user  df18 
september 2018 by jonerp
Dreamforce 2018 – rethink how to budget for Salesforce, says Bluewolf
"As Dreamforce gets underway, the annual State of Salesforce report from Bluewolf sets the scene."
cloud  platforms  -  infrastructure  and  architecture  collaboration  sharing  digital  productivity  crm  customer  experience  df18 
september 2018 by jonerp
Microsoft soups up Dynamics 365 with AI and HoloLens add-ons
"Microsoft soups up its Dynamics 365 business applications with packaged AI for sales, service and marketing, plus HoloLens mixed reality apps"
crm  and  customer  experience  service  management  internet  of  things  machine  intelligence  ai 
september 2018 by jonerp
Has GDPR changed marketing?
"GDPR is a wakeup call to marketing and beyond - and not just those with business ties to Europe. Barb Mosher Zinck muses on fresh data from the CMO Council and looks at where we go from here."
crm  and  customer  experience  data  privacy  digital  content  marketing  governing  identity  security  gdpr 
september 2018 by jonerp
How are retailers winning? Stats and reflections from Shop.org
"I went to Shop.org 2018 with the goal of finding out how retailers are winning - and what stands in the way. I found some surprises, as well as fresh data from IHL Group that takes the sensationalism out of storefront closings."
crm  and  customer  experience  e-commerce  retail  the  omni-channel 
september 2018 by jonerp
Four SMB views on why you need a fast-moving business system
"Agility, speed and a fast-moving business system are key to SMB success, according to four Zoho customers who spoke at an event in London this week"
collaboration  sharing  and  digital  productivity  crm  customer  experience  transformation  -  frictionless  enterprise  use  cases 
september 2018 by jonerp
How to make sure your customer panel is boring and forgettable again this year
"It takes skill and determination to make a customer panel truly boring. But if you follow these seventeen tips, you too can roll out a truly yawn-inducing panel. After the satire is over, I reveal the keys to avoiding this fate."
content  marketing  crm  and  customer  experience  digital  social 
september 2018 by jonerp
Enterprise hits and misses – blockchain is a paradox; AI is a customer service automater
"This week - Blockchain is officially a paradox, and AI is a riddle for customer service teams to solve. Plus: diginomica gets critiqued, and personalization gets humanized (or does it?). Your whiffs go from rattlesnake bites to a big pile o' Skype."
crm  and  customer  experience  service  management  hits  misses  iot  robotics  ai  blockchain 
september 2018 by jonerp
Purchase Regret – The Bane of Land and Expand Strategies
"Purchase Regret. We consider purchase regret to have happened when members of the buying team feel the purchase failed to meet expectations or they purchased a smaller solution than planned or they just felt they regretted it. This just tracks those that bought. Imagine the “status quo regret” that must occur when teams invest time and resources into buying and then do nothing."
uncategorized  b2bmarketing  b2bsales  buying  approach  experience  customer  cx  regret 
september 2018 by jonerp
C’mon now – the customer isn’t in control. On Google, Amazon and the algorithmic plight of the super-user
"The customer is in control? That's an extravagant universal claim - and a recipe for disillusionment. In this Friday roast-and-think, I lay out the true sources of customer power and the predicament of the super-user, who has been sold some Florida swampland."
crm  and  customer  experience  service  management  machine  intelligence  ai 
september 2018 by jonerp
Macy’s shows signs of omni-channel life, but needs to sell the idea harder to sceptical Wall Street - by @whostu
"Macy's CEO sees the omni-channel balance being achieved at last, but Wall Street investors remain unconvinced."
analytics  planning  and  data  analysis  crm  customer  experience  digital  enterprise  in  the  real  world  e-commerce  retail  omni-channel  social  use  cases 
august 2018 by jonerp
Yes, quality audits can help manufacturers stay customer-driven – and even change sales and marketing
"Audit is a loaded term, but as Louis Columbus of IQMS explains, it's time to take another look. Internal audits are a powerful tool for quality - and quality is the new marketing. Here's how an IQMS customer is using internal audits to earn a whole new level of customer trust."
analytics  planning  and  data  analysis  collaboration  sharing  digital  productivity  crm  customer  experience  iqms  partner  zone  social  manufacturing 
july 2018 by jonerp
Become an ML-savvy organization – a practical AI review with Brian Dennett of Enable.AI
"AI isn't necessarily dumb - we're just defining it wrong. That's what I took from my podcast chat with Brian Dennett of Enable AI. Here's his machine learning lessons pulled from their own projects."
crm  and  customer  experience  iot  robotics  ai  machine  intelligence 
july 2018 by jonerp
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