Tag Archives: lisa loftis

Customer Analytics Under GDPR: What CMOs Need to Know

Customer Analytics Under GDPR: What CMOs Need to Know

“Consumers have stronger rights to be informed about how organizations use their personal data” ― Elizabeth Denham, information commissioner, ICO For data-driven companies, the question is not “will GDPR impact day-to-day business operations” but “how significantly?” What many CMOs fear is how GDPR will affect their ability to use

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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.

Continue reading...