Bob Thompson

An Inconvenient Truth: 93% of Customer Experience Initiatives are Failing…

Less than 1/3 of CX initiatives are successful. That's worse than CRM! What's should be done about it?

AI and CX: A Happy Marriage? Seattle Leaders Say…

Last week I had the pleasure of hosting a lunch discussion in Bellevue, Washington (a few miles east of Seattle) about the role of...

Can SurveyMonkey and Zoho Disrupt Enterprise Software?

I know, "disruptive" innovation has become a cliché, but hear me out. Recent announcements by SurveyMonkey and Zoho caught my eye and have the...

Can Outsourcers Help You Be Customer-Centric? TELUS International Say “Yes”

Think back 10+ years ago, and what did outsourcing really mean? Saving money, if we're completely honest about it. Nothing wrong with cutting costs,...

Hyatt Uses HUMAN Intelligence to Give Customers Relief from IVR Hell. Who Knew?

Call it Revenge of the Humans. With mounting hype about AI, bots and all things automated, I was delighted to recently learn that humans...

Forget cosmetics. The top 3 drivers of personalization success in ecommerce [Others are reading...

I've been following personalization since, well, forever. That being when I started my firm in 1998. That's about the same time that Peppers and Rogers...

Verint Provides Engagement Tools for CX Practitioners, and a Case Study of CX in...

Last week I spent a very enjoyable three days in steamy Orlando, Florida attending Verint's annual customer-fest Engage 2017. I got an update on...

Voice of Customer Industry Trends: Consolidation, Disruption, and the Rise of Real-Time Action

Are you listening to the voice of your customers? Of course you are. Based on CustomerThink research, nearly all large enterprises conduct ...

[iCXM News] Intelligent CXM or CRM? Updates on Anexinet, InsideSales, Pegasystems

In the wake of my long iCXM Comes of Age article, AI activity continues apace. I've decided to periodically post a summary of new...

iCXM Comes of Age — Using AI to Know, Engage, and Serve Your Customers...

"The future is already here – it's just not evenly distributed." ...

Can Artificial Intelligence (AI) Improve the Customer Experience?

Artificial Intelligence (AI) is hot. One breathless press release predicted that by 2025, 95% of all customer interactions will be powered by AI. AI...

Report: “Customer Orientation” Declining, Few Large Companies Have Strong Culture

Forrester says we're in the "Age of the Customer." Posts about delivering a "great customer experience" and "obsessing" about customers abound. Why, then, is...

Should Chatbots Pretend to Be Human?

In a recent post by Sandeep Raut, he writes about the role of chatbots in digital transformation. Chatbots are built to mimic human interaction,...

Delighted: A Disruptive “Voice of the Customer” Solution for the Rest of Us

If you're looking to hire temporary workers, you might find yourself using Wonolo, an Uber-like service that connects job seekers with hiring companies. Wonolo...

Here’s Proof from Forrester that CX Drives Revenue. And 3 Cautions That It May...

Forrester just released an excellent new report "Drive Revenue with Customer Experience, 2017" co-authored by Maxie Schmidt-Subramanian, Dylan Czarnecki, and Laura Garvin Tramm. Forrester...

13 Ways to Turn Customer-Centric Theory into Practice

Ready or not, 2017 is here. How will you turn the promise of customer-centricity into value for your customers and your business? While every situation...

12 Powers: How Marketing Leaders Can Succeed by Building Customer and Company Value

According to The 12 Powers of a Marketing Leader, a new book by Thomas Barta and Patrick Barwise, marketers are doing just fine "doing"...

Satisfaction is Dead. NOT. It’s the Most Common Emotion in Great Customer Experiences [research]

Don't ignore satisfaction. That's one compelling conclusion from Inmoment's recent global study of 20,000 consumers. Brennan Wilkie, Senior Vice President, Customer Experience Strategy, shared key...

Kustomer’s new #CustServ solution — You had me at “Treat Customers as People”

Does the world need a new customer service solution? Kustomer thinks so. After a few months in beta, the new solution officially launched on...

Goodbye CXM. SDL Reboots to Focus on “Taking Digital Content Globally, Faster”

A couple of weeks ago I attended SDL's annual user conference, which emphasized the company's global capabilities to manage content and localize (translate) languages. I...

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