Aggregated enterprise architecture wisdom
Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. Based on a survey of more than 110,000 US adult customers in 2018, Forrester’s Customer Experience Index (CX Index™…
Digital transformation will demand changes to your strategy, technology, processes, and organizational structure — and culture is the glue that brings it all together. Without addressing the human element, your digital transformation will either strugg…
Successful digital transformations are underpinned by a strong digital culture, which is a huge enabler of change. But, for most organisations, cultural change is still the largest barrier faced for successful transformation and the most difficult to o…
Consultancies Arrival Disrupts Agencies Fiat Chrysler’s appointment of Accenture Interactive as the “experience agency of record” for Maserati marks the second example of consultancies winning a global marketing assignment, following Deloitte Digital’s…
I’m obsessed with the future of television. A couple years ago, I pursued it largely as a research exercise. Today, I’m up in arms based on my own experience as a TV consumer. The rumors are true: empowered consumers are real and I am one. And of late,…
I attended AdExchanger’s semi-annual Programmatic I/O conference last week to absorb the latest in industry talk and get a pulse check on the health and wellness of the programmatic ecosystem. This show was illuminating in that I found signs of both en…
As a CX professional, you’ve surely designed and delivered some experiences you’re proud of, but does your company do it reliably, time and time again? Next month at Forrester’s CX Europe Forum in London, I’ll be joined by 600 CX leaders and innovators…
This past Tuesday evening (October 17), TechTarget and Discover.org invited me to share some wisdom about success strategies for account-based marketing (ABM) with a couple dozen customers, prospects, and friends. If you missed it, here’s a quick synopsis: It’s 2017. ABM was new in 2004, but not any longer. What’s different today? It’s much easier to access and use […]
Just over a week ago in Austin, I achieved another professional milestone — hosting my first Forrester B2B Marketing Forum. While the team did a wonderful job of preparing me and all the speakers at this event, the one thing I was unprepared for is how different the view is from backstage. The upside was […]
The Case For Customer Empathy… Hubspot’s INBOUND 2017 slogan emphasized “Empathy.” My expectation: it would make the case to the 21,000 people in attendance that customer empathy is critical to their engagement efforts. I was for it — it’s something my research focuses on, and is something we in the CX and UX field try […]
Microsoft Paint would have died a slow, quiet death if it hadn’t been for this week’s swell of voices on social media advocating for its revival. On Wednesday, Microsoft issued a press release announcing that it wouldn’t discontinue the Paint app in the wake of users’ “outpouring of support and nostalgia” for the product. Microsoft’s […]
Twenty-plus years in IT have led me to believe that there are very few absolutes when it comes to software systems. Two that do seem to hold true are these: Creating systems is esteemed far more highly than maintaining systems. Systems that are not maintained, will decay. There are a variety of reasons for this […]