Customer experience is not restricted just to the attract-engage-convert-close funnel. Rather it is about the lifetime experience the buyer expects to have with a vendor. Yet vendors and industry pundits are so focused on the purchase experience that they overlook the level of influence post-sale experiences have... Read the entire article on Forbes.
We knew it was bound to happen, the signs were all there. It all started with customers taking control of their purchase experience. They devised new ways to evaluate products, developed new shopping habits, eliminated traditional sources of information including the salesperson.... Read the rest of the article on Forbes.
Read most B2B customer experience articles and you get the impression that Sales and Marketing just need to man-up. If only Marketing would use more analytics and technology to automate the omni-channel experience. If only Sales would stop cold calling and use social media to build trusted relationships with target accounts... Read the rest of the article on Forbes.
IBM recently announced a new partnership with Hult International Business School that’s driving innovation in today’s higher education system and helping to close the skills gap in areas like social, analytics, mobility and cloud computing to better prepare future business leaders. I sat down with Jim Spohrer, IBM’s Director of University Programs.... Read the rest of the article on Forbes.
Companies today accept an abhorrent level of dysfunction as the status quo. Studies show that knowledge-workers spend half their day in meetings and employee engagement is at an all-time low. More people than ever hate their jobs and many feel they are drowning in bureaucracy and politics. It affects everything: the top-line, the bottom-line and employee esteem.... Read the full article on Forbes.