Tag Archives: lisa loftis

The Future of Customer Experience Is AI: Are You Ready?

The Future of Customer Experience Is AI: Are You Ready?

“Man and machine always get a better answer than man alone or machine alone.” ― Ginni Rometty, CEO, IBM “The robots are coming, the robots are coming!” said my colleague and artificial intelligence expert Kimberly Nevala in a tongue-in-cheek teaser for her new ebook, “Making Sense of AI.”

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Transforming Listening Into Action: Fortifying Voice of Customer Programs

Transforming Listening Into Action: Fortifying Voice of Customer Programs

The results of Gartner’s 2017-2018 CMO Spend Survey are in, and the news is not all good. For the first time in three years, growth in marketing budgets has decreased, placing marketers on the hook to justify financial investments and demonstrate solid ROI for existing activity.

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Transforming Listening Into Action: Fortifying Voice of Customer Programs

Transforming Listening Into Action: Fortifying Voice of Customer Programs

The results of Gartner’s 2017-2018 CMO Spend Survey are in, and the news is not all good. For the first time in three years, growth in marketing budgets has decreased, placing marketers on the hook to justify financial investments and demonstrate solid ROI for existing activity.

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The Path to Customer-Centricity Lies in Dismantling Data Silos

The Path to Customer-Centricity Lies in Dismantling Data Silos

"Silos build the wall in people’s minds and tie the knots in their hearts ― Pearl Zhu, "IT Innovation: Reinvent IT for the Digital Age" In 2001 I co-authored a book, "Building the Customer-Centric Enterprise," which was built around a single definitional tenant: Customer Relationship Management (CRM)

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2017 Contributors of the Year: Lisa Loftis

2017 Contributors of the Year: Lisa Loftis

As principal consultant in the SAS Best Practices Group, Lisa Loftis helps clients across a range of industries improve their customer focus. Long before most companies realized the importance of becoming "customer-centric," Loftis advocated that approach. In fact, she literally wrote the book on it.

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Surveying the Customer Experience Technology Landscape

Surveying the Customer Experience Technology Landscape

Gartner made some interesting predictions about customer experience (CX) and the marketing technology associated with it in early 2017. The research firm suggested customer experience management would continue to top CEO, CMO and CIO agendas, calling it the “watchword of our age.” On the technology side, Gartner predicted

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Forget Bitcoin: Data Is the Prime Currency for Chief Digital Officers

Forget Bitcoin: Data Is the Prime Currency for Chief Digital Officers

The buzz around digital transformation is only getting louder.  In his digital transformation trends list for 2018, analyst and Forbes contributor Daniel Newman lists edge computing, a continuing emphasis on analytics and a movement to 5G speeds in the mobile world among the forces shaping the future.

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Are Your Customer Metrics Making an Impact?

Are Your Customer Metrics Making an Impact?

"Customer-based measures are important, but they must be translated into measures of what the company must do internally to meet its customers’ expectations" ― David P. Norton In a recent study, Econsultancy found that while most marketers list personalizing messaging and measuring impact as “very important to growth,” only 10

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