Data. It is being made out to be sexy – really sexy. Many folks even think that collecting mountains of data and stuffing it into CRM and/or marketing automation systems is the access to delivering great customer experiences. They are mistaken.
In the Innovator's Solution, Harvard Professor Clayton Christensen argued that, during the early stages of an industry, firms with wholly proprietary products have the advantage. New technology is always glitchy, so engineering the entire architecture is the best way to ensure quality.
Journalism has been thoroughly disrupted over the past decade. News organizations, especially newspapers, have come under heavy financial pressure, news bureaus have been closed or consolidated and journalists have had to rethink their profession.
In Nate Silver’s Five Thirty Eight manifesto, he argues that the plural of anecdote is data. It is through compiling and analyzing observations that we transform ordinary experiences into scientific conclusions.
How do we take all the data we have and make some sense of it?
Continuing my CEM Toolbox series, today I'm sharing some tools to inventory and to bring your disparate data and data sources together in one place, to facilitate achieving that single view of the customer.
The modern world can be a dehumanizing place. Long gone is the sweet little old lady at the drugstore counter, replaced by big box retailers, brand logos and barcodes. We’re more often“handled” than serviced, calculated, rather than cared for.
The best part of my job is that I get to talk to people; lots and lots of people. I talk to so many people about the same subjects (in this case Customer Service) that I start to see patterns and trends emerge (I was told when I first started working at Gartner that two data points make a pattern and three make a trend – I’d like to think that it takes more than that, but you get the overall idea of how it works).
It's that time of year again — time to take a stab at what's going to matter in the year ahead as technology continues to influence how we work and live. In previous years, I've looked at trends under the "social media" lens because that has been the major disruptive force, creating both opportunities and threats. This year, I'm using the umbrella term "social-digital" to broaden the focus. First, a quick re-cap from last year: