View Post

The 10 Functions of Storytelling

June 12, 2018 by Carla Johnson Storytelling gets too much credit and not enough appreciation. And that’s because people don’t really understand it, much less how to use it. Storytelling comes down to two things – connection and engagement. And when we look at it from this perspective, we have many more opportunities to use storytelling to create influence, affect …

View Post

2 Phrases That Inspire Courageous Marketers

June 5, 2018 by Carla Johnson Between bosses and teams, we’re caught in a conundrum. Bosses tell their teams, “I want to see more creativity! More innovation! Where’s all the great ideas?? Our competition is killing us!” Teams say, “I bring you great ideas five times a day! And all I hear is we don’t have the budget, we’re not …

View Post

Customers are Key to Innovation

May 29, 2018 By Carla Johnson Lynn Bonge was a larger-than-life executive with a scant shock of salt-and-pepper hair who grew up in a small Nebraska town not far from where I did. Twenty years my senior, Lynn had an enviable reputation in the architecture industry for the wacky ideas he brought to the table and how, somehow, he got …

View Post

Digital Transformation Challenges Hindering Customer Experience

May 15, 2018 by Mitch Duckler When it comes to digital transformation, change is constant, and it’s evolving faster than ever. The world has become far more digital, consumer expectations have changed dramatically in recent years, and so much more is technically possible today than even just five years ago. You can’t read an article or go to a conference …

View Post

10 Women in CX to Keynote Your Next Event

May 8, 2018 by Carla Johnson I’m nerdy enough to say that I’ve been a fan of customer experience since I can remember being a customer. I’m sure it’s because I grew up in a small town, and how people did business was just as important as what business they were in. The world was too small for anyone to …

View Post

Why Customer Experience Is Failing

May 1, 2018 By Carlos Hidalgo A recent headline read as follows, An Inconvenient Truth: 93% of Customer Experience Initiatives are Failing . . . To Differentiate.  The article, written by Bob Thompson goes on to detail various issues most organizations experience that prevent them from achieving customer experience success. It is hard to argue with the points in the …

View Post

7 Characteristics of Fearless Marketers

April 26, 2018 by Carla Johnson From the theme of the Marketo Summit next week to calls I’ve gotten in the last few days from CMOs about how to amp up their teams, I’ve been thinking a lot about what it takes to create a team of fearless marketers. “Fearless” isn’t something you do, it’s someone you become. There are …

View Post

Should Your Brand Strategy Include a Bot, or Not?

April 24, 2018 by Mitch Duckler More and more, as customers increase their expectations of brands, they will continue to demand faster responses. Gone are the days when brands had the luxury of waiting a day to respond to an email. In reality, the majority of consumers expect responses to their inquiries in under 10 minutes—across all channels. This is the first …

View Post

Why CEOs Are FINALLY Focusing on Talent & Culture

April 19, 2018 by Michelle M. Smith The shift has been palpable. I noticed it first during the Great Recession. After years (decades!) trying to convince senior executives their employees were invaluable assets – and often the most direct route to successfully achieving organizational goals – the lightbulbs began to go off over the heads of many leaders. Those leaders …

View Post

Defining Modern Customer Experience

April 17, 2018 by Carla Johnson I spent last week at Oracle’s Modern Customer Experience conference in Chicago. One of the refreshing things about the work I do is being able to lift my head from my desk and spend time with really groups of people who focus on customer experience from many different angles. That’s the gift that Oracle’s …

View Post

4 Ways Branding Contributes to the Customer Experience

April 12, 2018 by Sam Holzman In today’s digital age, the customer has more power than ever before—and marketers are taking notice. In fact, a recent study found that 83% of marketers think customer experience is more central to their role than it was five years ago (source). Interestingly, that same study found that 74% of marketers believe brand strategy …

View Post

10 Women in Innovation to Keynote Your Next Event

April 10, 2018 by Carla Johnson While women formed the backbone of the early days of the tech industry, that’s certainly not the case today. Apple, Facebook and Google now have a tech workforce population that’s more than 75 percent male. If we shift from looking at the employee population to founders, the view gets even more grim. While about …

View Post

5 Customer Care Philosophies You Should Learn from Jeff Bezos

April 5, 2018 by Jason Grills According to a recent study, Amazon.com tops the list of best companies for customer support chat facilities! Million of customers are satisfied with Amazon’s support team. Well, this has been the scenario for decades. If you are a budding business whose sales figures depend on the “quick” decisions made by customers, you need the …

View Post

Developing a High-Performance Culture

April 3, 2018 by Michelle Smith If only there were a silver bullet for leaders…. Most leaders are constantly seeking the ultimate solution to build strong cultures, raise performance levels and operate at maximum efficiency and effectiveness. And there are many options from which to select your course of action, but in all the research I read, three factors consistently …

View Post

Orchestrating the Experience: The New Buyer and Their Journey

March 29, 2018 by Carla Johnson Just what is a “buyer’s journey?” Do our customers really go through some kind of predictive path on their way to buying a product or service? Has this really changed over the last decade? It’s certainly no secret that the methods and tools that customers have at their disposal have changed more than we …

View Post

Customer Experience Is A Team Sport

March 27, 2018 by Carlos Hidalgo 90% of B2B leaders believe that customer experience is key to their companies’ strategic priorities and 75% of those believe that importance will increase over the next two years according to a 2017 study published by Accenture. Given this high level of importance, many B2B mid-market CMOs have assumed the responsibility of delivering on the …

View Post

Are Companies Ignoring Their Best Source for Buyer Insights?

March 22, 2018 by Tony Zambito In the past few years, the data analytics revolution has continued unabated in the worlds of B2B and B2C.  The rise of data analytics is resulting in increased budgets and staff to account for the volume of data that can now be computed and accessed.  This growth in the volume of data has spawned …

View Post

How to Choose the Right Influencers to Support Your Marketing Initiatives

March 20, 2018 by Sam Holzman Inbound marketing has undergone a significant transformation in recent years. In the current age of rapid technological growth and social connectedness, customers no longer respond to traditional advertising methods. Instead, they crave real connections and hyper-personalized content. Fortunately, emerging marketing tactics like influencer marketing enable marketing professionals everywhere to meet the needs of the …

View Post

10 Women in HR to Keynote Your Next Event

March 13, 2018 By Carla Johnson Last week, USA Today senior technology writer Jessica Guynn called out cybersecurity technology giant RSA for having only one woman speaker at its event – anti-bullying activist Monica Lewinski. The RSA Conference is one of the world’s largest security gatherings. In my February post, 10 Women in Technology to Keynote Your Next Event, I …