Tag Archives: lisa loftis

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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How Marketers Can Prepare for the GDPR

How Marketers Can Prepare for the GDPR

The General Data Protection Regulation (GDPR) will impact businesses as a whole, but marketers in particular will need to rethink their approaches in order to remain on the right side of the regulation. We've already looked at the big ways the GDPR could affect marketers. So let’s take a

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What Marketers Should Know About the GDPR

What Marketers Should Know About the GDPR

Industry experts have significantly differing opinions on the impacts of the impending EU General Data Protection Regulation (GDPR). These span the gamut from positive: “GDPR offers companies a unique chance to rework their customer strategy, changing a reactive stance into a proactive one.

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Assessing Your Digital Workplace Maturity: Where Do You Fit?

Assessing Your Digital Workplace Maturity: Where Do You Fit?

"Forty percent of businesses in this room, unfortunately, will not exist in a meaningful way in 10 years. Seventy percent of companies will attempt to go digital but only 30 percent of those will succeed. If I'm not making you sweat, I should be" ― John Chamber, former CEO of Cisco  Earlier this year, Gartner analyst

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Leading Digital Transformation: Are You a Trailblazer or a Neophyte?

Leading Digital Transformation: Are You a Trailblazer or a Neophyte?

"The key to successful leadership today is influence, not authority ” — Kenneth Blanchard In a survey on the state of digital business, Forrester Research found that almost half of responding executives believe digital mediums will account for over 50 percent of company sales within the next few years.

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