Delivering exceptional customer experiences is a narrative that has prevailed over the last few years. Adherence to this standard is mostly driven by two fears, losing your list of existing customers, particularly when switching costs are low, and lastly the comparably higher cost of recruiting new customers. As a business, you obviously want to avoid …

“Why don’t employees do what we tell them to do?” is a question you hear a lot in business. It implies that employees are intentionally misbehaving, frustrating company leaders, and ignoring instructions. It also implies that they think they have a better idea of what they should be doing than company leaders do. But here’s …

The practice of customer experience is all about customers – the people who purchase your products and services. In the past several years, customer experience (CX) professionals have created a rigor and framework around how we understand customer’s needs, how we design better experiences, how we measure the impact of their engagement on the organization …

A quick scan of popular titles in the change management space will give you a range of articles, many aligned around the common theme of managing through change or preparing for change. Periodically, you will find a title or theme focused more on leading through change, but more often than not, these articles and thought …

The day marketers start to understand people’s relationships with rituals is the day they apprehend the notion and impact of meaningful customer journeys with impactful touch-points. Or in other words, what a holistic brand experience really means. One thing is clear: experimentalism is already the new existentialism. Experimentalist philosophy of life answers the fundamental existentialist …

Never confuse movement with action. – Ernest Hemingway Customers are yearning for better experiences. But what are you doing to design a better experience? How do you know what your customers’ expectations are? What are they trying to achieve? And how well is that going for them? Are you listening to customers? Are you mapping …

In many ways, marketing has been at the forefront of digital transformation. Scott Brinker from Chief Marketing Technology has estimated the growth in marketing technology (MarTech) has exploded from 150 different solutions in 2011 to almost 5000 in 2017. Gartner predicted in 2011 that “By 2017 the CMO will spend more on IT than the CIO.” At …

The regulatory environment is changing based on a society that is more health conscious, advocating for the preservation of life. Increasing of taxes on products such as tobacco, alcohol and now sugar-sweetened beverages are a result of increased lobbying from non-profit organisations who are pushing governments to penalise consumers, in order to protect themselves from themselves, by making it relatively unaffordable to purchase these products. …

As IoT branches out over the next few years, transforming the way consumers live, work, and think, we will enter the age of ubiquitous computing. By 2025, there will be more than 100 billion connected devices – that’s 14 for every person on the planet – generating a revenue of almost $10 trillion. The scale …

The expectations placed on CMOs to deliver growth for their brands have increased alongside the availability of ever-more-advanced MarTech solutions. While the CMO’s traditional focus on attracting new customers and differentiating the brand’s story through compelling creative marketing materials remains important, the role has undoubtedly expanded to now include more strategic business planning and development. …