We really need something to measure CX. The point we have at the moment is, that we have (more or less) just things like NPS to measure CX and asking questions can’t really be the direction.
The future of commerce isn’t any longer commerce. Commerce is a means for the purpose. The future of commerce is a solution business which solves much more than just interests in goods and services.
My favorite CRM Playaz episode with Buffalo Bob Stutz with the analysts Brent Leary and Paul Greenberg
I’m often asked how I’m able to drive change at a company like Oracle, which was one of the largest and most innovative technology companies in the world long before my arrival. After all, many a chief marketing officer has been hired with the mandate to lead digital transformation, digital marketing…
Empathy in business shouldn’t be a situational response that companies trot out during crises. Instead, it should be core, foundational business value.
3 questions to reflect. Things I personally think about each day at the moment. I try to find answers and others with a common mindset.
Jeff Bezos announced to step back from Amazon later this year. Read this great article on mycostomer.com how he transformed customer experience. We all know Amazon is leading within CX.
“Customers should sell us back our products”. Ryan Gellert, Patagonia’s new boss, explains how to slow down a company spoiled by success.
2021 is the year that new ways of interacting with new business models — and transformed cultures — are all vying for a place at the table. What are the themes? What kinds of frameworks, methodologies, use cases, rules of engagement, technological advances will be necessary? Paul Greenberg consult…
We are in the middle of an evolution. It started with digital transformation, came to customer experience and now it’s heading to the time after empathy. Let’s have a look at the evolution and see what’s next.