Customer Data: Mining for Gold (3-4min) In this article for HBR, three AI heavyweights outline the primary problem in measuring CX. They propose a solution using unstructured data and applied, …
Customer Experience News 193: New Customer Needs = Growth Opportunities, Solving the Data Deficit Problem and Woolies Cops $1M Fine
New Customer Needs = Growth Opportunities (2-3min) Alex Allwood explains why it is critical in the current environment for businesses to understand their customers’ new needs and experience expectations, in …
Customer Experience News 134: Customer-Led Disruption, Tesla Tips & Customer Data
Customers Driving Disruption (2-3min) In this interview for Harvard Business School, marketing professor Thales Teixeira discusses her new book which argues that successful disruptors are identifying and serving emerging customer needs faster …
Customer Experience News 127: Top 5 Marketing Trends, Design Thinking Case Study & Qualtrics
2019 Top 5 Marketing Trends for CMOs (3min) As the year draws to a close this timely article from Forbes details the top five marketing trends that will impact CMO’s in 2019. From …