DATA + AI = New CX Currency

Data + AI is the new customer experience (CX) currency: adapting to the accelerating pace of customer changes

I do speak to a lot of marketers and CX practitioners around the globe about the fast pace of customer changes – which has been accelerated by COVID-19. Bring to it, technology and regulatory changes, and it certainly comes as an interesting time to be leading a deep transformation and make your business thrive in … Continue reading Data + AI is the new customer experience (CX) currency: adapting to the accelerating pace of customer changes

Do you think you’re connected to your customers? Really? Do you think they agree? Let’s check…

When was the last time you heard in a strategic meeting some defining statement from your execs like: "We are customer-centric", "Every decision in this meeting should be made based on customer insight", "Customer First!", etc.? Feels good? Do you think your customers perceived any value out of it? Did you check? Do you capture … Continue reading Do you think you’re connected to your customers? Really? Do you think they agree? Let’s check…

RevOps at the core of CX and growth? Becoming more Customer centric to break silos is the way to go

I've been experiencing first hand the difficulty B2B companies, from scale ups to established tech vendors I've been given to work with, to adapt to the buyer's journey's radical transformation. As Alastair Woolcock from Gartner reports:, sellers have limited opportunity to influence customer decisions as B2B buyers would spend only 17% of their purchasing journey … Continue reading RevOps at the core of CX and growth? Becoming more Customer centric to break silos is the way to go