Tag "total customer experience"
Do you hear that? It’s the sound of 2016 winding down. If you’re like me, you’re wrapping up one of your busiest years in recent memory. You’re also thinking about 2017 and how to take your company, your team and your skills to the next level. You’re thinking about what you need to do to... more
“Trusted data has helped EMC identify opportunity costs of over $40 million a year,” said Barbara Latulippe, Chief Data Governance Officer at EMC, during the Informatica World Tour in Boston last month. Are you wondering how? Barbara explained that EMC’s data used to sit in a swamp. Now it sits in a lake: a vast... more
Two weeks ago I attended Dreamforce for the second year in a row. I find the event amazing and love the opportunity to see old colleagues, meet up with partners, and make new connections. For me, this is the best part of the event – the fact that so many people from my network are... more
Data-driven marketers recognize that great customer experiences start with a view across the total customer relationship. They are pushing their organizations towards data-driven strategies, and starting to see results. They understand that achieving a total customer relationship goes way beyond implementing CRM. They are advocates for pulling together fragmented customer data from across system silos... more
Which misstep are you making to solve your customer experience problem? No one ever said that solving the customer experience problem was going to be easy. Companies aren’t structured to support complex customer relationships across different functional areas – such as marketing, sales and customer service – nor across their many brands, products, channels and... more
I spend my professional life helping marketers get the most out of their data. So it really hits me when I experience real life case studies in my day-to-day personal life. When I do run across these great (and not so great) experiences, it broadens my perspective and helps me figure out new ways that... more