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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 …

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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 …

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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 …

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The Multidimensional Customer: Building Experiences from the Outside In

January 25, 2018 by Carla Johnson When, where, why and how do people spend money? The motivations that make up how people make decisions have become incredibly complex in the last few years. And while businesses keep gathering bigger and bigger data, customers feel brutally frustrated with how brands interact with them. The outcome is that companies find that they’re …

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3 Top Trends in Customer Experience

May 9, 2017 by Carla Johnson I remember seeing the first Terminator movie. Holy crap, the machines scared me. They felt no pity, no remorse, no pain, no fear. It was a far-fetched idea in 1984, but now that our vocabulary is infused with artificial intelligence and virtual reality, some people have a great deal of empathy with Sarah Conner. …

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10 Things Marketers Need to Know About AI

April 11, 2017 by Carla Johnson Artificial intelligence (AI) is seeping into more and more industries, including marketing. While brands aren’t ready to hand over the reins of responsibility to AI quite yet, smart marketers are getting a handle on what it means to them and the future of their profession. A recent article in CIO points out that AI-enabled …