If your not serious about Customer Experience Management or are pretending because it's the latest trend – don’t do it. A great case study. Scenario: After being a foundation customer and using Menulog since its inception, purchasing at least weekly. They launched a new website and mobile application, clearly this was not robustly tested both from a functionality and UX (user experience) point of view. Worst still it seems that marketing and technology did not work together a

Leading research and business trends analysis show that a key prediction for 2018 could mean the difference between business as usual or NOT and evolving smarter. Are you ready or even know? “Expect the line between marketing automation, email marketing, and CRM to blur, expect high-value platforms and sophistication at a better price than we are used too with a continued expansion of features. A new midfield of marketing technology players is emerging. That is great for bus

Recently CMO published an article quoting from eHarmony’s managing director, Nicole McInnes; The excerpt below is well worth considering we have long argued that marketing has not changed the requirement to do your "homework" properly to focus on getting insights based customer centric strategy, execution and implementation right is more valid the ever...the channels of delivery and engagement may be constantly changing and evolving - “When I was in advertising, we had these

In recent studies despite marketers citing in the high 70+% their intention to increase investment in content, only 29% cited personalisation as a priority. Which is baffling when university studies show that the most engaging content is the content that is personalised to the reader and out perform 40+%. Personalisation is not just Name{first}? Value comes in uniquely tailoring the content for each potential customer’s journey. Understanding where each person is in their jou

CRM is so last year…are you able to evolve at the pace you need to stay competitive? Say hi to Omni AEDM (audience engagement and data management) Traditional solutions and answers or the names your used too won’t give you the foundation or solutions to do so with scale, flexibility, affordability or to truly understand and leverage CEM both from a B2B, B2C and data perspective. Oh, I here you say we’re a B2C business we don't have to worry about B2B – so who sells, services

Your engagement through all touch points with your audience or audiences is mission critical. Or you will be spending a lot more time and money on trying to arrest increasing customer attrition and negative experience. Guess what? That negative sentiment will be all over social networks and other conversations and you probably won’t even be addressing a great deal of it to prevent it from occurring over and over again – regardless of how “big” your brand is. Let me tell you a