Given this title, you probably wonder what the relationship between a suitcase and customer experience could be.
Well, I don’t know, too, and this story is more about how a suitcase and customer experience are related to each other.
Imagine the following not so uncommon scenario: you are on a multi se...
My past two column articles on CustomerThink dealt with how to determine the return of agentic investments and whether agentic AI delivers at all.
The question of ability to deliver is particularly interesting for me, as I am researching measurable results other than cost savings in contained busines...
The other day, I got robbed.
Not literally, but figuratively.
Now, you might wonder what this has to do with the main theme of this blog, which is about CRM and customer experience. It has, believe me.
Some of you might know that I just relocated from the Seattle area to the Charleston area, so pretty ...
Rest in peace, Social Media!
Yes, I know, you have been pronounced dead numerous times already, and that as early as 2011 by the Sillicon Valley Watcher, if not earlier. You lived on. Still, now you really need to admit that you are a dead thing walking.
You had a short, yet exhilarating life. And you...
It is time for a stake in the ground again.
Of late, every vendor who used to play in the CRM arena positions itself as a „customer experience“ player and claims that its software “delivers customer experiences”. This is quite a claim. It also raises a lot of important questions.
What is “customer exp...
