The customer journey has become both less linear and more complex as customers use an ever-increasing array of digital devices to engage brands across an almost limitless number of touch... read more →
by Barton Goldenberg This continues our two-part series on ISM's framework for digital transformation examining the digital transformation building blocks for digital success. The Five Digital Transformation Building Blocks In... read more →
69% of decision makers use social media for purchase decisions. 90% of buyers trust peer recommendations. 94% of B2B buyers conduct online research before making purchase. Companies including Amazon and... read more →
by Barton Goldenberg According to an IDC estimate, the spending on digital transformation initiatives will exceed $2 trillion in 2019. With this level of investment, it is concerning that less... read more →
Tuesday, April 30: 9:00 a.m. - 9:45 a.m. Keynote: “Digital Transformation: Driving CX Excellence” 89% of executives say digitization will disrupt their business this year. Yet fewer than 1/3 believe that... read more →
by Barton Goldenberg The concept of Customer Success originated with companies actively targeting ‘at-risk’ accounts with teams designed to increase retention by helping customers derive more value from their products... read more →
By Barton Goldenberg Customer experience management needs to be at the vanguard of your strategy In this space over the past year or so, I’ve focused on the necessity of... read more →
Choose channels, gather data, create profiles, analyze, deliver right message at right time. Repeat. By Barton Goldenberg, published in October 2017 CRM Magazine Success in today’s digitally driven, hyperconnected marketplace... read more →
Effective Engagement Requires Contextual Relevance Closed-Loop Customer Engagement begins and ends with channels. It starts by fully-exploiting whatever online or off-line channels your company now uses to sell its products... read more →
Data is useless unless it leads to actionable insights Most companies are awash in customer data, whether they know it or not. Like a flood, it flows through, around and... read more →
