There is a buzz about ‘real-time’ analytics and its likely impact on decision-making, customer relationships and profitability. It is, to be fair, new and exciting, and therefore undeniably attractive. Part of the excitement may be because everyone can see the potential, and the cynicism has not yet set in. The

Conveying an individualized customer experience in real-time drives income today. Be that as it may, most organizations are attempting to get this right. As everybody knows, giving extraordinary customer experience (CX) is not an absolute novelty; it has dependably been the bedrock of business. What is new is that the

If you’ve been a regular reader of my musings over the years, or heard me bring these thoughts to life in-person at an event or during a webinar, you’ll know that I like to rely upon a few tried and tested phrases. One of my favourites is “’x’ [insert technology

Improving customer experience and reducing costs to serve at the same time sound contradictory objectives. Surely improving customer experience requires a larger investment in it? Yet in some instances, I believe it is possible to achieve both at the same time. Last year I wrote a couple of blog posts

For anyone engaged in analytical marketing, creating a 360-degree single customer view (SCV) is nudging the top of your ‘to do’ list. Why shouldn’t it be? Knowing a lot about your customers can never be a bad thing, surely? But is a holistic view really necessary? Before we go there,