Category Archives: Customer Experience CX

Customer Experience – The Three Legged Stool

Over the years I witnessed the never ending debate between practitioners of Customer Service/Support and Marketing over which one of them is more critical to the delivery of outstanding Customer Experience. The debate itself is a testimony that these practitioners … Continue reading

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What’s the heck is Experiential Marketing?

I have written extensively about Customer Experience management and Product Marketing rooted in Customer Experience Intelligence for years. In fact, I started practicing those methods well before the barrage of “tools” and technologies started to flood the enterprise software market. … Continue reading

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Attack of the Disruptor Brands: 5 Key Lessons for Retailers

This is the guest post written by Kevin Leifer of ICC/Decision Support They’re fierce. They’re hungry. And they’re coming for you next. Disruptor brands, that is. Scrappy startups turned consumer crazes. No one is safe; even the largest, most well-established … Continue reading

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Big Data Is Not Just For Big Marketing

Most discussions involving big data focus on the needs of Big Sport, Big Businesses and Big Political parties, even though some of us find it difficult to see the difference between them. We all read about the big data technologies … Continue reading

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End of Product

you are no longer set to design a “product”, but to design a “service” to deliver a simple and consistent experience for your customers, who are trying to obtain the outcome they actually desire. Continue reading

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