Changing Consumer Motivations & Expectations | AccentureChanging Consumer Motivations & Expectations | Accenture let's say that you can ignore the biased approach to surveying customers here and ignore the results that are not as dramatic as they imply in their early assertions (i know, market research and survey is an art - you'd think more … Continue reading [reader] Changing Consumer Motivations & Expectations | Accenture
that's a great question, no? it requires some context before it can be answered... and that context involves Michel Foucalt, Tom Siebel, and Ed Thompson. intrigued? stay with me on this one... in the early 1990s Tom Siebel started a company that gave birth to what later became CRM. this is critical because the name … Continue reading what is modern day cx?
this is an "oldie" but still a fantastic watch. Tricia has an incredible background, and this talk on "thick data" is truly still ahead of its time - don't miss it. yes, will post more of these short posts going forward so you can keep track of what i read / watch / see -- … Continue reading [reader] The Cost of Missing Something | Tricia Wang
new blog, new posts, and many more to come. why a project? why not do a long-a... a longer-than-normal post to lead to the promised land? i started it, i wrote the first 2-3 questions i wanted to answer, and that led to 2-3 more questions for each, and another 4 for one more topic, … Continue reading modern day CX – the project
well, five months later --- i finally get to launch this blog. will start writing more often now that i have a place to put it all, everything in here will be related to my search for the meaning of modern day... there will be links to reports, studies, research, etc. (like i used to … Continue reading it’s here, it’s here — i am finally someone….