Customers in 2012 are a fickle lot. When interacting with an organisation, they don’t stick nicely to the channel they started in until the end of their process. Instead, they hop about from one channel to another, with no pity for all those Customer Experience professionals that get hectic spots from bridging all those chasms [...]
Or: Three reasons why CMOs should care about cloud I started out as a real technology geek. I was nuts about computers, the Internet and everything that made it work. Today, I love to think about the business challenges that drive the technology, about the marketing opportunities it offers and the customer experiences it can [...]
Or: How desperate can one girl be? Customer Experience Management. Why would you care? Isn’t CXM just another TLA for yet the same old story? Isn’t it just your good old online marketing in a sheep skin?