AI is promising the automation of customer engagement to scale intelligent, real-time CX to survive digital Darwinism. The future has two possibilities however. We can automate and scale the standards and capabilities for CX as we’ve come to define and shape them over the decades. Or, we can use AI as a mechanism to deliver personalized, on-demand experiences that connected customers are learning to expect from their favorite digital-native apps and services. In this special session at PegaWorld 2019, I…
The Future of Customer Engagement Starts with an Upgrade in Human Perspective
Have you ever met someone with whom you instantly connect? Someone so welcoming yet wise and humble but so special that you become instantly inseparable…that they make you better and maybe you help them become better too? That’s my very special relationship with Paul Greenberg. Over the last few years, Paul’s set out to release his latest masterpiece, “The Commonwealth of Self-Interest.” He invited some of his closest friends to contribute including Bruce Temkin, Ray Wang,…
Exploring digital transformation and influence
I constantly face a challenge in that I spend so much time researching and writing that I barely have time to promote my research and writing. I often think, “what’s the point of doing all of this work if no one will see it!?” In a rare moment however, I was able to spend time with Onalytica to take about my areas of study, how I got here and who/what influences me. I hope it helps you… HOW DID YOU…
5 Trends That Will Change CRM
I was recently asked to join a group of experts to contribute thoughts on trends driving the evolution of CRM over the next five years. I must say, that it’s a group of individuals whom I not only respect, but also am lucky enough to know in the real world. – Ray Wang, Principal Analyst & CEO at Constellation Research – Brent Leary, Owner at CRM Essentials – Esteban Kolsky, Principal & Founder at ThinkJar LLC – Denis Pombriant, CEO…
Social CRM Needs Clarity
As the headline implies, even though Social CRM exists as an official category, what it is and what it is not is blurry and hotly debated. No, it doesn’t need a new definition. And, no, it doesn’t need new leadership. sCRM, and now “social enterprise” as categories could however, benefit from clarity around what it is they’re solving for, which companies actually provide solutions against those objectives, and ultimately, how everything works together for the benefit of customer engagement and…
Social CRM – Getting Down to Reality
Guest post by Paul Greenberg, author of CRM at the Speed of Light. Follow him on Twitter, please read his blog. First things first. Thank you, Brian. I am truly thrilled that I’m getting the honor of addressing your friends and I’m more thrilled even to be able to call you a friend. You know, I’ve spent a lot of time looking at the CRM market, as an analyst, consultant, journalist, blogger and whatever other chameleon-like title you can give…
Best of 2010: The Future of Business is Social
Social media and marketing have become synonymous over the years. At the same time, social media is placing the customer back in customer service. Each movement represents important and overdue (r)evolutions within business, but this is just the beginning. With every step toward progress we make in social media, we uncover what’s necessary to make real headway in the progress of progress. The future of business is social and as such, every aspect of business affected by outside activity will…
