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The future of personalization--and how to get ready for it | McKinseyThe future of personalization--and how to get ready for it | McKinsey two very interesting concepts in this short read from McK. analytics translators - talks to the issue of data literacy, or rather the lack of it. huge, huge, huge issue in the … Continue reading [reader] The future of personalization–and how to get ready for it | McKinsey

Executive views on business in 2022: PwCExecutive views on business in 2022: PwC the most interesting part of this is that talent acquisition and retention is in, supply chain, inflation taming, and agility are in. is this the year employee experience is really going to be in the driver seat and influence CX? actually, no … Continue reading [reader] Executive views on business in 2022: PwC

continuing with the modern-day CX project, it is time for the question that's in everybody's (who cares about doing CX right) mind: why do i care? why should i change what i am doing with CX? why modern-day versus --- say, golden days CX? i would like to say good question - but it is … Continue reading why bother with modern-day CX?

New Study Shows Major Disconnect Between Companies And Customers - Bodine & Co.New Study Shows Major Disconnect Between Companies And Customers - Bodine & Co. if you are old and "weathered" in this industry you probably came across the (very) old study from Bain & Co that said that 80 percent of companies said they … Continue reading [reader] New Study Shows Major Disconnect Between Companies And Customers – Bodine & Co.

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….