Why we are all digital customers
In an article on the digital customer experience I briefly mentioned how the availability of digital channels and tools has become a criterion for many customers to pick a company. Today’s “digital...
View ArticleCustomer-centricity – to the invisible and the rebels
Is there a difference between customer-centricity and customer focus? Yes, there is. But then again, is there really? It depends as always. To discover why it depends and most of all what matters,...
View ArticleContent production challenges and a note on marketing content
In March and April 2015, content marketing software vendor Kapost (now turned marketing content software vendor, there is a tiny difference, more on that evolution below) and Gleanster conducted an...
View ArticleDisruption and transformation: what you NEED to know
The title of this blog post is a promise. The blog delivers upon that promise. This is the only thing you need to know (as in must know) about disruption and transformation. Then the choice is yours....
View ArticleJeanne Bliss: how to build your customer-driven growth engine
In 2006 Jeanne Bliss published “Chief Customer Officer: Getting Past Lip Service to Passionate Action“. Since then she has been helping leadership teams and CCOs (Chief Customer Officers) to find their...
View ArticleThe ethics of data: care, respect and human dignity in the digital age
We live in the age of the customer and we live in the age of data. I guess there must be a link between both. Of course there is. People like to be valued and served in a way that takes their true...
View ArticleAd blocking and the Shine model: consumer rights and operator interests
“Ad blocking is a consumer right”. That’s the message you get when visiting the website and Twitter account of Shine, an Israeli ‘ad control technology’ company that moved from the mobile security...
View ArticleCustomer experience: emotions, emotions and a word on the brain
Big data, semantic understanding, sentiment analysis, neurobiology, genome research, artificial intelligence, neuromarketing: not a day goes by or amazing new discoveries and advances in any – and...
View ArticleDigital transformation: optimizing for the last mile of customer experience
What is the most important moment of truth shaping customer perception in a customer-facing operation or process? Is it when customers first get in touch with your business? Is it in the last mile of...
View ArticleThe digital transformation agenda 2016: research and analysis
Ever more service providers, ICT integrators, software firms and IT vendors are coming up with solutions for digital transformation. They sponsor research and come up with advice on and data regarding...
View ArticleUnderstanding and debating the fears about artificial intelligence
In recent years more has been written about artificial intelligence in technology and business publications than ever before: the current wave of artificial intelligence innovations has caught the...
View ArticleIoT security and the consumer: the challenges and education question
Many years ago, when the Internet became popular, a local government asked us to set up a site to educate consumers and businesses on security risks and measures to take, in order to use the Internet...
View ArticleThe forgotten essence of a smart city and community
While smart cities are inevitably linked with the Internet of Things (IoT) nowadays, a smart city vision is about more than that. Smart city projects can even happen without the Internet of Things...
View Article2017: the year the Internet of Things will die – in a sense
The edition 2017 of the Consumer Electronics Show (CES) in Las Vegas to a high degree is another showcase of ‘new Internet of Things‘ gadgets that some like to classify under the term ‘The Internet of...
View ArticleMarketers increase spending in paid social in 2017 – is it smart?
Social media and social networks have come a long way since the early days of Facebook and Twitter. Social media marketing has become part of virtually every integrated marketing approach and it’s...
View ArticleUnderstanding and debating the fears about artificial intelligence
In recent years more has been written about artificial intelligence in technology and business publications than ever before: the current wave of artificial intelligence innovations has caught the...
View ArticleThe time to rethink influence, thought leadership and trust is now
Trust in major institutions, media, business, CEOs, government and social (to name a few) has sunk to an all-time low since Edelman started publishing its annual Trust Barometer in 2012. People now see...
View ArticleUnderstanding and debating the fears about artificial intelligence
In recent years more has been written about artificial intelligence in technology and business publications than ever before: the current wave of artificial intelligence innovations has caught the...
View ArticleThe digital transformation agenda 2016: research and analysis
Ever more service providers, ICT integrators, software firms and IT vendors are coming up with solutions for digital transformation. They sponsor research and come up with advice on and data regarding...
View ArticleIoT security and the consumer: the challenges and education question
Many years ago, when the Internet became popular, a local government asked us to set up a site to educate consumers and businesses on security risks and measures to take, in order to use the Internet...
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