So what exactly does Customer Experience (CX) mean?
Customer experience is the big “buzz phrase” of the decade so far. While we use it a lot, what does …
Author Archives: Michael Wilson
Why is marketing integration critical to the digital experience at the contact center?
We know we have silos. We know they are not useful. As leaders, we must insist the customer service (the …
6 Ways Nonprofits Can Prepare For Year-End Giving Season
The year end giving season is fast approaching for nonprofits. There is still time to fine tune your campaigns. Here …
As a nonprofit, can you reject gifts and return them?
Michael Rosen raises some good points here. Integrity is important and showing it with whom you take money from does …
Ken Jennings: IBM Watson, Jeopardy and me, the obsolete know-it-all
Trivia whiz Ken Jennings has made a career as a keeper of facts; he holds the longest winning streak in …
Facebook’s Growth Is Entirely Fueled by Mobile Ads
It looks like Facebook has found the revenue machine secret sauce for now. It will be interesting to see how …
Should you take yourself offline completely?
I can’t imagine this but here is the story. Is our right to privacy this important? I Took Myself Offline Completely. …
Can the TV Guys Put the Netflix Genie Back in the Bottle?
This is an interesting question in the fast moving digital world. Can the TV Guys Put the Netflix Genie Back in …
Waiting for the right time? Don’t wait. The time will never be just right. Finish it up today!
Waiting … Waiting some more …. Will the time be right today? Who knows for sure. Let’s get it done …
7 strategies CIOs are using to drive digital transformation
Companies that embrace new digital skills and technologies are more likely to experience higher profits and revenue growth, according to …
The Global Tablet Market Is in Decline
Who would have thought the tablet market wouldn’t continue growing? With the demise of laptop sales, this seemed a no-brainer …
Technology’s Undeniable Impact on Individualization
Consumers now expect certain experiences. We we don’t meet them, they move on. Personalization is expected at every turn. We …
What is a Digital Business Ecosystem? Do you need one?
I am concerned that way too many executives have the “bolt on” mentality when comes to being digital. “Being digital” …
The brave new world of marketing automation and why it is important to your strategy
Marketing automation is a category of technology that allows companies to streamline, automate, and measure marketing tasks and workflows, so …
Digital Transformation Requires Constant Innovation
We are all hearing the drumbeat about digital transformation. It is all the rage. So what is it and why …
2015 Fund Raising Effectiveness Report
Recently our friends at AFP released the 2015 Fundraising Effectiveness Report. There is some really great stuff in the report. Retention still seems to be …
Is there an ROI to the customer experience?
Is there a correlation between a great customer experience and loyalty? We all want to know, does it work? Annually, …
How to move faster on proactive customer journey paths
The customer journey is evolving (albeit very, very fast). That shouldn’t surprise you but it is good news. You haven’t …
Why is real time actionable insight so important?
We all have tons of data. We are awash in sea of information. We can’t make sense of much of …
6 ideas on how to build a digital business ecosystem
Building a digital business is about building an ecosystem, not just a few isolated initiatives that have no impact on …
Are you finding it tough to convert insight into action?
It is a challenge to turn raw data into insight. Doing it in real time or near real time just …
Janna Finch on fundraising and donor management software
Recently I caught up with nonprofit researcher Janna Finch of Software Advice, a company that provides online research and reviews for …
How to make our content readable
We all want our content read. That is the objective. Here are some great ideas on how to improve the readability of …
How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture
Sam Stern, from Forrester Research in his report, “How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture,” is a case study …
The best way to understand people is to listen to them and show it to executives
Telling a story is very powerful. Seeing the story, through the eyes of the customer, is even more powerful. Voice …
In the digital world, it is “Just the facts” ~~ Please!!
Dragnet’s Sgt. Joe Friday character frequently implore informants to provide ‘Just the facts‘. We have all kinds of “facts”, data …
Is the digital space coming of age for marketers?
The digital space is coming of age. While there are many new and maturing digital marketing technologies, many have begun …
Why should you enable collaboration tools for your employees and customers?
The future of work is now. Please don’t miss it. Collaboration tools enable it. Many of your employees get it. …
How great Nonprofit leaders inspire action for donor engagement
Why is important. It is in fact the starting point. Without it, our nonprofit, is just another commodity. Plenty of nonprofits …
Why is it important to blend direct and digital campaigns?
There is a big change going on in terms of how people are interacting with us across tradition channels and …
What is the right planning approach for the digital executive?
Having an approach or a framework for the work of the digital executive is very important. Being passionate about our …
What is the CIO Strategy for the “Age of the Customer”
If you are a technology leader, you need a strategy for digital transformation. As more executives obsess over the customer …
Why goals, strategies, planning and execution are important to digital transformation
Knowing where you are going, how you’re going to get there and being focused on execution is a key driver for the …
How do you combine technologies to innovate?
This makes so much sense. It is the combination of technology that becomes so powerful in this model. Well worth …
Can the CMO also be the CCO?
We are obsessing over roles and titles but they do make a difference. We have the Chief Customer Officer, the …
How to let creative talent figure out how to focus on the customer experience
Jordan Cohen, in the Harvard Business Review tells a great story that drives the point home about empowerment. For the …
Why do 80% of app users spend all of their time with only 3 apps?
Creating and maintaining mobile apps can be costly and risky. That doesn’t mean it shouldn’t be done but it needs …
All Boards Need a Technology Expert
It is striking that most Boards of Directors have little to no members who have expertise in technology. As technology …
Are you obsessed with the customer experience?
This isn’t about being normal. Sorry, normal just won’t work. We need to be obsessed with the customer experience. We need to …
How is the remote workforce changing business?
We all know it is true. We see it happening every day. The remote workforce is growing, it is mainstream, …
What is business technology? A slow but relentless revolution that is important to the digital executive.
We live in a world where simply trying to align technology with business units is becoming difficult or even impossible …
Is Flash dying?
Is Flash dead? Well, it looks like it is certainly dying. During his lifetime, Steve Jobs, Apple’s co-founder and former …
10 Digital Marketing Mistakes Every Brand Makes and How to Recover
We are hearing a lot about digital transformation. If we are honest, we have to admit it isn’t easy. I …
As a leader, what is more important than integrity?
Here are three great ideas about what is important to leadership. Make Time For What You Say Is Important Get …
What Does It Take To Access And Hear The Richness Of The Voice Of The Customer?
Perhaps a simple weekly goal for any member in the C-Suite would be to talk with 10 actual customers a week. …
"Some bosses say ‘but I’m not paid to be a shrink’; There’s a great pair of words to describe such bosses: Ignorant. Ineffective" ~Tom Peters
Managing and leading isn’t always the easiest thing to do. We deal with many different personalities and some days people …
Should adoption of new technology be a top priority in digital business transformation?
Are you leading the charge in digital business transformation? Here are some things to focus on: New technology to enable …
“It’s easier to focus on one number than it is to focus on a life.” ~Seth Godin
Here is the context. We should really, really make sure if we are measuring something, that it is important. As …
What does a disruptive CIO look like in the age of digital transformation?
Is disruption on your agenda today? How much time will you devote to it? How many meetings do you have …
What’s the Future of Customer Service? Ask Salesforce
What is the state of customer service? How you doing with customer service via mobile devices? What about you ability …
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