In the second half of 2019 our customers’ expectations have only increased. They want instant, convenient, personalized, customized, predicted, recommended and rewarded. They want their own curated lifestyle presented. They...
by Kevin Benedict · Published 16th May 2019 · Last modified 13th June 2019
Throughout history military leaders have suffered through the “fog of war.” The desperation of not knowing information critical to success. Information as basic as: 1. Where am I? 2. ...
by Kevin Benedict · Published 4th May 2019 · Last modified 4th February 2021
In this episode, we take a deep dive into how marketing, customer experience, and sales enablement have evolved over the past 10 years. We also discuss how customer experience, customer...
by Kevin Benedict · Published 29th April 2019 · Last modified 13th July 2020
In this episode our guest is SAP CX’s President, Alex Atzberger. We discuss SAP’s leadership decision to go big in CRM, the acquisitions and engineering that followed, and the strategy...
by Kevin Benedict · Published 18th April 2019 · Last modified 4th February 2021
In this episode, Kate Woodcock, VMware’s VP Customer Advocacy, shares strategies for ensuring you are understanding the needs of customers, documenting the feedback, and tracking the feedback through executive decisions...
Winners know how the game is played. When rules change, so do their game plans. In this article I have created a customer experience playbook on what it will take to win in 2019.