Tag Archives: lisa loftis

Gaining Customer Experience Insights: A New Twist on an Old(er) List

Gaining Customer Experience Insights: A New Twist on an Old(er) List

In God we trust, all others bring data ― attributed to W. Edwards Deming  While researching statistics for a presentation earlier in the year, I stumbled upon a recording of an old (2015) webcast done by a longtime customer experience guru, Bruce Temkin. The title of the webcast, “5

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GDPR Compliance: Just Because You Don’t Have to Doesn’t Mean You Shouldn’t

GDPR Compliance: Just Because You Don’t Have to Doesn’t Mean You Shouldn’t

Is your company prepared for the EU’s General Data Protection Regulation (GDPR), which went into effect on May 25? Do your executives even think you need to be?  For many companies, the answers are no and no — and that’s worrying.

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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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