Carole oversees the Constellation Executive Network, an executive community for innovative senior leaders who value strategic guidance from trusted advisors who understand the power of disruptive technologies. Carole brings over 15 years of marketing, strategic account management, and operations experience, specializing in high technology and professional services. She holds a BA from Santa Clara University and a MBA from Thunderbird, School of Global Management. ...
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We live in a business world where keeping ahead of the competition matters. If you’re not a first mover, you at least want to be the best mover, the fastest to market, or the best in your class. Incremental change is applauded, but the true rewards go to those who seek to transform organizations and execute.
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Wal-Mart Profit, Revenue Beat Expectations; US. Sales Up More Than Expected. Yahoo Finance
Big Box Throwdown: Target Vs. Walmart. Forbes
It’s been a rocky ride, but Wal-Mart has pulled out of a heavy stock slide. Looking back to June 2015, Fortune splashed the news with a provocative article on Wal-Mart’s newly appointed CEO titled “The Man Who’s Reinventing Walmart.†It kicked off by stating, “CEO Doug McMillon may be the best-prepared executive to lead Wal-Mart since Sam Walton. Here’s how he’s guiding the retail giant in the Age of Disruption.â€
McMillon and his executive team spent time with Facebook COO Sheryl Sandberg when they visited the Facebook office back in 2014. What struck me is this endorsement because she’s considered by many to be the “holy grail†among astute, truly capable leaders. Sandberg stated, "Usually when you meet leaders, you get a sense that they’re focused on one or the other: execution of their current business or innovative ways to grow. What’s interesting about spending time with Doug is that he’s clearly on both. His conversations, his questions—he’s on both.â€
Okay, this is Wal-Mart– a massive company. Or course the CEO is going to be noticed. But everyone has to start somewhere. Now ask yourself, who doesn’t want to be the “best prepared†or get recognized for making positive waves within an industry or company?
Whenever I read Fortune magazine, I learn something new about business, leadership, technology and startups. It’s one of my standard go-to sources on up-and-comers, most admired companies or leaders, and the biggest or brightest of the bunch. Wal-Mart’s CEO now has Sheryl Sandberg as one of his go-to resources.
Consider your go-to sources for information. Like any good leader, you probably have a list of sources that serve as advisors - whether it’s your personal board of directors or your actual company board of directors. And with any good board of directors, you need one that has a representative mix of leaders and trusted advisors who have expertise in different disciplines to help ensure that you look at all the angles when working on solving a problem or honing your strategy.
One of Constellation Research’s best-kept secrets is that our analysts regularly serve as go-to advisors for executives and business professionals around the world who work for innovative big brands, such as Emirates, or global technology leaders, including SAP. They’re sought after as qualified judges skilled at selecting top technology or leadership award winners for the likes of the 2016 IBM Beacon Awards, the Direct Marketing News 2016 Marketing and Tech Innovation Awards, and of course, our own 2016 SuperNova Awards that recognize leaders in disruptive technologies – this just scratches the surface.
As Holger Mueller, one of our key analysts, pointed out in our virtual water cooler, “the product creation/innovation aspect is key for enterprise success - for all CXOs.†To achieve this, you want to stay focused and skilled at execution, while continuously looking externally to identify the best and fastest way to innovate.
One of the quickest ways to stay on top of disruptive technologies and powerful new business models is to connect with other executives and savvy analysts, like those in the Constellation Executive Network. You get both a sounding board and the option for getting advice any time from our analysts as your trusted advisors.
Constellation analysts focus on studying different technologies and the business outcomes gained by making use of the right ones at the right time. Their raison d’etre is to share this knowledge with business leaders who don’t settle for the status quo, want to make a major impact in this world, and want to get things done quickly because there’s no time to waste in this Age of Digital Disruption.
We’re now offering a free trial to our Constellation Executive Network mobile app for qualified executives. It delivers unrestricted, uninterrupted access to Constellation Insights to keep you ahead of the curve. You’ll gain an insider’s vantage point to content and unique destinations like the IBM Design Center that Constellation analyst Alan Lepofsky just visited in Austin, Texas.
My name is Russell Scibetti and I have an extensive background in sports business, including CRM and database marketing, interactive and digital marketing, social media, corporate sponsorships and activation, and applied market research. From 2007 to 2014, I worked for Arizona State Athletics, Comcast-Spectacor (Philadelphia Flyers) and the New York Jets to manage and implement CRM, database marketing, market research and other technology-based sales and marketing initiatives. In 2014, I joined KORE Software as their VP of Product Strategy, where I am responsible for the strategic vision, planning and development of the KORE ProSports Ticketing, Sponsorship and Suites/Premium software products. I earned my MBA in Sports Business from the W.P. Carey…...
Read moreI had the opportunity to give a Competitive Advantage talk at this year’s MIT Sloan Sports Analytics Conference and they recently posted a recording of the session on YouTube, so I’m excited to share it with you all here.
In the presentation I try to remind everyone that while CRM might not be as “sexy” as some other current big data and analytics topics, the importance it plays in your business cannot be overlooked. Then I go through several examples of ways CRM both consumes and creates data along with some insights you can get from it. I hope you enjoy it!
Andy Mulholland is Vice President and Principal Analyst focusing on cloud business models. Formerly the Global Chief Technology Officer for the Capgemini Group from 2001 to 2011, Mulholland successfully led the organization through a period of mass disruption. Mulholland brings this experience to Constellation’s clients seeking to understand how Digital Business models will be built and deployed in conjunction with existing IT systems. Coverage Areas Consumerization of IT & The New C-Suite: BYOD, Internet of Things, IoT, technology and business use Previous experience: Mulholland co authored four major books that chronicled the change and its impact on Enterprises starting in 2006 with the well-recognised book ‘Mashup Corporations’ with Chris Thomas of Intel. This was followed in…...
Read moreThe answer is, of course, because that’s what a Technology Vendor wants to sell! Before the products are deployed business outcomes and solution architecture is required. For a Smart City its complex as there are conflicting requirements for de-centralization of Citizen targeted Smart Services; versus centralization requirements using ‘big data’ for more efficient City Management.
Citizen gain value from de centralized Smart Services that place them at the center of a personalized benefit, (as an example Uber Cabs versus Traditional Taxi management), but as demands for some degree of regulation of Uber also show, the same citizens want and require a level of City Governance.
Its proving tough to figure out the details of a diversity of business values for Smart Cities, as not least of the issues is how to include citizens as significant stakeholders. It’s difficult to identify a reasonable, (what ever that might be defined as), cross-section of citizens to play a meaningful role in defining their Smart City requirements. A big part of the problem is the citizens’ lack of knowledge as to what is possible and therefore what to define as one of their valuable requirements.
A potential way to overcome this is to bring into the discussion the new entrepreneurial start-ups that are targeting Citizen centric Smart Services. (If you are unsure as to what Smart Services are and why this is a game-changing element in the market today read Sell more today its Digital Business, survive tomorrow and its Smart Services). Certainly for a project team, or a workshop, introducing the wide range of possibilities from these Start-Ups will invigorate thinking as coverage ranges from Sports clubs and teams, through to local shopping schemes. The biggest concentrations of Start-Ups targeting the highest value to widest number of citizens are focussed on four areas; Availability of Parking; Optimum Route planning; Traffic Congestion; and Transport Options.
Not surprisingly the four options focus on the common frustrations of citizens in moving around their (crowded) city in pursuit of every day activities, and, like Uber demonstrates with Taxi Cabs, citizens want the focus to be on their personal requirement of the moment. Currently Transport timetables, booking Taxi cabs, even if online, all focus on the management of the resource provisioning, (Bus, Train, Taxi Office, etc), not on the location and personal travel plans of the customer/citizen.
Smart Services can, and increasingly are, being deployed in Cities without any link to a Smart City initiative, but that removes huge amounts of vital planning data from being made available to the City Management. Smart City initiatives must provide a business welcome plus facilitating infrastructure for Smart Services in exchange for the receiving/ exchanging certain data.
CityMapper, a Smart Service available in several major cities is a good example of this, and if you are not familiar with CityMapper then explore it now! To be a commercial success CityMapper currently only offers their service for London, Paris and New York, so sponsorship to add a particular city under a Smart City initiative is necessary. It is obvious why a citizen, or a visitor, might use CityMapper, but conversely the amount of data with real value for city management on where, and how, people are travelling using public transport that CityMapper can provide is huge.
As CityMapper requires the data on public transport operations the scope for establishing a win / win data exchange is clearly large. Public transport doesn’t operate in isolation from other factors; buses are subject to road traffic delays; Sports or other events cause demand peaks, etc. The Smart City infrastructure is not just the provision of high quality connectivity network services, not even about hosting and provisioning Cloud Services; it is also about establishing and facilitating data exchanges between the many participants.
Smart Cities are huge collaboration ecosystems where third party entrepreneurs bring high value citizen Smart Services that encourage Citizen participation in exchange for City management data on scheduled services and analytical data on patterns. All too frequently Smart City Management has been concentrated on City Management generated Big Data analysis for operational improvement, without adequately recognizing the importance of Smart Services ability to both provide and make use of the data.
There are Smart Services Start-Ups that focus on the Smart City Management aspects using a mixture of IoT sensing and Smart Services, (based on IoT), to add new types of data in combination with existing data to introduces new capabilities. Not surprisingly the four focus areas are well aligned to current City Management targets; Urban Planning; Environmental, Waste Management and Energy Grids. However the outcomes created and speed of responses these new Smart Services can bring are very definitely different due to the types and time scales of the data processed.
There is not enough understanding that IoT driven Smart Services transform not only what can be read for data, but the speed and type of reaction that can be made for operational improvement in a Smart City. The challenge is to change the approach from the traditional view of increasing centralization creating optimization through planning, to one of adding ‘real time’ de-centralized localized responses. (Smart Cities – Service level improvement through de-centralization)
Examples of citizen Smart Services, Uber and CityMapper, are not the only way to see, and understand, elements that will/are making up the Smart City ecosystem. Private sector office buildings and businesses are finding their own business reasons for adopting IoT enabled Smart Service capabilities. Deloitte are keen to demonstrate their new head office in Amsterdam called The Edge which uses 28000 IoT sensors to enable Smart reactions to events and activities; whilst consumer adoption of IoT devices to enable Smart Homes continues as an ever increasing upward curve.
All of the above means that a Smart City, like a physical city, requires an Architecture in which IoT sensing and Smart Services play a large and increasing part. That statement could have been written ten years ago, and indeed on searching the term Smart City Technology Architecture three of the most interesting papers on the topic where written more than five years ago; see 1) 2) and 3). There approach, findings, maturity index, together with the case studies are still valid in many aspects and worth reading. The big BUT is that they were written before the advent of IoT and Smart Services started the transformation of Business and Technology.
The summary points of the impact are stark;
IoT and Smart Services change the entire direction of technology, transforming Business capabilities, more importantly changing citizens as consumers expectations.
Government moves using Smart Meters have had less impact on the consumer management of energy than consumers’ own decision to adopt IoT based Smart Home technology to control their heating.
Designing, creating and deploying the next generation of City management already has a look of being built on last generation technology which is unlikely to deliver the transforming efficiencies expected, or even to meet the citizens expectations.
The Next Blog in this series will expand on and detail the following diagram to illustrate a Smart City Architecture that incorporates Smart Services;
New C-Suite
Holger Mueller is VP and Principal Analyst for Constellation Research for the fundamental enablers of the cloud, IaaS, PaaS and next generation Applications, with forays up the tech stack into BigData and Analytics, HR Tech, and sometimes SaaS. Holger provides strategy and counsel to key clients, including Chief Information Officers, Chief Technology Officers, Chief Product Officers, Chief HR Officers, investment analysts, venture capitalists, sell-side firms, and technology buyers. Coverage Areas: Future of Work Tech Optimization & Innovation Background: Before joining Constellation Research, Mueller was VP of Products for NorthgateArinso, a KKR company. There, he led the transformation of products to the cloud and laid the foundation for new Business Process as a…...
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R “Ray” Wang is the CEO of Silicon Valley-based Constellation Research Inc. He co-hosts DisrupTV, a weekly enterprise tech and leadership webcast that averages 50,000 views per episode and blogs at www.raywang.org. His ground-breaking best-selling book on digital transformation, Disrupting Digital Business, was published by Harvard Business Review Press in 2015. Ray's new book about Digital Giants and the future of business, titled, Everybody Wants to Rule The World was released in July 2021. Wang is well-quoted and frequently interviewed by media outlets such as the Wall Street Journal, Fox Business, CNBC, Yahoo Finance, Cheddar, and Bloomberg. Short Bio R “Ray” Wang (pronounced WAHNG) is the Founder, Chairman, and Principal Analyst of Silicon Valley-based Constellation…...
Read moreIn interviews with over 100 digitally focused, modern CMO’s, shared common challenges in the transformation of their roles and with the support of new digital business models. The top 20 modern marketing challenges (not in order of importance) include:
As the head marketing role evolves, Constellation identifies archetypes of the modern CMO. Using an approach that considers marketing strategy versus marketing execution and audience development versus audience acquisition, four distinct personas emerge (see Figure 1):
While few CMO’s can bring all four personas to the table, modern CMO’s bring on lieutenants to balance out their weaknesses. Given each of the personas must perform to a different set of metrics, CMO’s must identify which areas they need to prioritize. For those prioritizing on audience acquisition, brand and demand generation tend to gain focus. For those focusing on audience development, communities and internal communication projects are prioritized. The modern CMO role will require he or she to manage the portfolio against changing business models and the digital transformation ahead.
Are you ready to transform marketing? How will you develop the four personas of the modern CMO. Add your comments to the blog or reach me via email: R (at) ConstellationR (dot) com or R (at) SoftwareInsider (dot) org.
Please let us know if you need help with your Digital Business transformation efforts. Here’s how we can assist:
Role: Vice President and Principal Analyst focusing on the IOT of Customer Experience and how the cloud is driving more flexible, agile, and robust customer service and customer experiences. In-app or in device customer service is the future. Coverage Areas: Next Generation Customer, Digital Marketing Transformation Bio: As a Vice President and Principal Analyst at Constellation Research, Inc, Petouhoff works with Fortune 100 and 500’s Senior Leadership teams to create strategic customer experience (marketing, sales and service) solutions which engage customers, build brands and grow businesses. Combining her experience as a former Forrester software analyst, PWC systems integrator and change management consultant, Petouhoff leads executive workshops to discuss to not only…...
Read moreNICE Systems announced that it has received four prestigious Stevie® Awards for Sales & Customer Service. NICE won three Silver Stevie® Awards in the Contact Center Solution New Version category for the following:
NICE’s Sales Performance Management Suite also took home a Bronze Stevie® in the Incentive Management Solution category. The suite provides the end-to-end ability to create, manage and distribute all aspects of a commissions program. It automates the process of commission, bonus, and incentive administration in support of any type of variable pay strategy to deliver a pay-for-performance system that rewards employees for achieving targets that align with business strategy.
The 10th Annual Stevie® Awards for Sales & Customer Service are the world’s top sales awards, business development awards, contact center awards, and customer service awards. Finalists were determined by the average scores of 115 professionals worldwide, acting as preliminary judges. More than 60 members of several specialized judging committees determined the Gold, Silver and Bronze Stevie Award placements from among the Finalists during final judging earlier this month.
“Entries to the Stevie Awards for Sales & Customer Service continue to grow every year, further validating the essential roles that business development, customer service, and sales play in business success,” said Michael Gallagher, president and founder of the Stevie® Awards. “The widespread support of this program made the 2016 competition that much more intense among finalists. The judges were deeply impressed by the winner’s accomplishments and we congratulate all of the winners on their commitment to excellence and innovation.”
“We are honored to have received four Stevie Awards in recognition of our leading customer engagement solutions,” said Miki Migdal, President of the NICE Enterprise Product Group. “NICE is committed to providing organizations with all the tools and information they need to create outstanding customer experiences and to make sure their employees are fully engaged, informed and prepared for every interaction. The innovation of our solutions is grounded in this mission.”
Details about the Stevie® Awards for Sales & Customer Service and the list of Stevie® winners in all categories are available at www.StevieAwards.com/sales.
@drnatalie petouhoff, Constellation Research
Covering Customer Service, Customer Experience and Digital Transformation
Role: Vice President and Principal Analyst focusing on the IOT of Customer Experience and how the cloud is driving more flexible, agile, and robust customer service and customer experiences. In-app or in device customer service is the future. Coverage Areas: Next Generation Customer, Digital Marketing Transformation Bio: As a Vice President and Principal Analyst at Constellation Research, Inc, Petouhoff works with Fortune 100 and 500’s Senior Leadership teams to create strategic customer experience (marketing, sales and service) solutions which engage customers, build brands and grow businesses. Combining her experience as a former Forrester software analyst, PWC systems integrator and change management consultant, Petouhoff leads executive workshops to discuss to not only…...
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Starting something new is exhilarating, daring and, at times, even daunting. People who create know this. Having an idea isn’t the hardest part. Getting that idea off the ground is – building adoption, clarifying value, then scaling that idea to realize its full impact in the world.
Building a sustainable, vibrant developer community is hard work. It isn’t just about APIs, SDKs or toolkits. It’s about working together to solve problems. Engaging community members wherever they are. Defining a long-term strategy that benefits all. Creating real revenue and business value to flow to everyone. Promoting those successes. And doing the hard work every day of supporting, servicing, communicating with, adjusting when necessary, and expanding the ecosystem around the community.
They are creating such a place. A place where ideas become tangible. A place to access technology that is essential to people’s everyday lives – money, finances, and identity. A place they call Capital One DevExchange.
It’s time that banking and financial services catch up to the rest of our digital-enabled lives. They still believe that information, technology and great people are the magical combination needed to drive innovation. But they also know that great people – including great developers, engineers, and product visionaries – are everywhere. And they want to work with you.The challenge isn’t just to convince people to devote their engineering and development resources to working with them. It’s also to make sure you have a voice in this community.
Maybe the world is changing? Nice to see people being considered as a key component!
@drnatalie petouhoff
Covering Digital Transformation
Role: Vice President and Principal Analyst focusing on the IOT of Customer Experience and how the cloud is driving more flexible, agile, and robust customer service and customer experiences. In-app or in device customer service is the future. Coverage Areas: Next Generation Customer, Digital Marketing Transformation Bio: As a Vice President and Principal Analyst at Constellation Research, Inc, Petouhoff works with Fortune 100 and 500’s Senior Leadership teams to create strategic customer experience (marketing, sales and service) solutions which engage customers, build brands and grow businesses. Combining her experience as a former Forrester software analyst, PWC systems integrator and change management consultant, Petouhoff leads executive workshops to discuss to not only…...
Read moreHow Does IOT and Customer Behaviors Affect The Insurance Technology Companies?
The World Insurance Report 2016 (WIR), released by Capgemini, identifies multiple threats pushing the insurance industry toward massive disruption. The continued evolution of the Internet of Things (IoT), combined with changing behaviors and preferences from Gen Y1 customers, is driving the urgent need for insurers to undergo significant transformation or risk falling behind emerging competitors such as FinTechs.
What Did the Capgemini Voice of the Customer Survey Find?
Capgemini’s Voice of the Customer Survey, (which covered) more than 15,500 insurance customers worldwide, found that Gen Y customers are much less likely to have positive experiences with their insurers compared to other age groups, despite communicating with them more frequently. Gen Y customers have more interactions with their insurer across all communication channels, particularly digital ones. They interact with insurers up to 2.5 times more on social media than other customers and over two times more via mobile.
Gen Y Has Higher Expectations of Digital Experiences Than Older Generations Those interactions, however, are resulting in positive customer experience levels that are nearly 20 percentage points lower than those of customers in other age brackets, suggesting that Gen Y customers have higher expectations for the standard of digital channels than their older peers. Given that more than one-quarter of all customers plan to purchase or renew their insurance through digital channels in the next 12 months, customer experience levels among Gen Y customers is particularly concerning for the industry. In addition, nearly one-quarter of Gen Y customers say they would be likely to buy insurance from non-traditional technology-led providers, highlighting the threat from emerging competitors to the customer base of traditional insurers.
A Note From The Executives: John Mullen, Corporate Vice President and Global Insurance Leader for Capgemini said, “By not providing adequate engagement for digitally-advanced customers, carriers run the risk of pushing them toward a growing population of market entrants and non-traditional technology-driven competitors. Gen Y is clearly indicating that they do business differently and those insurers who respond to them on their terms will have a clear competitive advantage.”
A more fundamental threat, or enabler, to the future of insurers is the coming wave of connected technologies, in the form of such innovations as smart home ecosystems, wearable devices and machine-enabled drones, robots, and cars. These IoT technologies are expected to transform traditional insurance business models, including everything from the way insurers connect with their customers to their fundamental assessment and management of risk. Yet despite this threat, insurers are significantly underestimating the degree to which connected technologies will be broadly adopted. Only 16 percent of insurers think customers will embrace driverless cars, for example, while 23 percent of customers express interest.
Gen X is More Likely To Adopt Connected Devices
More significant than age, affluence2 is the most compelling factor in determining customer uptake of IoT technologies. More than 45 percent of affluent Gen X3 customers are likely to adopt connected devices, smart ecosystems and wearables, compared to only 30 percent to 35 percent of younger, non-affluent Gen Y customers. Customers that are both Gen Y and affluent are the most likely to adopt connected technologies (50 percent). However, affluent customers are also more likely to purchase insurance from non-traditional technology-led firms. Nearly 31 percent of affluent customers globally say they are likely to purchase insurance from technology firms, a percentage that increases to 47 percent for affluent Gen Y customers.
IoT Is Expected to Have a Big Impact on Redefining Risk in the Insurance Business. In addition to its impact on customer connections, IoT is expected to have an even bigger impact on the core tenets of the insurance business. In a connected world, data provided by connected devices, smart ecosystems and wearables will increase risk transparency, a dynamic that will likely lead to new business models, especially in pricing and risk control. Risk ownership will also shift with connected technologies, as responsibility for actions, for example in the case of driverless cars, moves from car owner to car manufacturer. Finally and most important, IoT looms large in managing the level of risk exposure due to safer environments. This will shift premiums significantly, threatening some carriers, but providing opportunities for those who can understand the emerging risks that are inherent as the rate of technology change becomes more pervasive in the lives of people and commerce.
What Should Insurers Do? Insurers must start preparing themselves for the transformation of the insurance business. The report advises insurers to build strong but agile foundations in the short term. In the medium term, they must sharpen their value propositions through strategic alliances and data-driven insights. Long-term strategies must focus on transforming the business to stay ahead of emerging risk profiles, new interaction models, changing customer behaviors and IoT’s expected disruption of risk selection, pricing, and loss prevention.
“While already experiencing digital disruption, the insurance industry needs to brace itself for the massive, inevitable disruption brought on by Gen Y and the Internet of Things,” said Vincent Bastid, Secretary General, Efma. “Those insurers who make it a top priority to improve their ability to manage and leverage data and risk will be the most prepared.”
The World Insurance Report 2016 features data from more than 15,000 insurance customers globally through Capgemini’s Voice of the Customer survey and exclusive Customer Experience Index (CEI), as well as findings from more than 150 insurance executive interviews. The report’s research covers 30 markets across North America, Europe and Asia-Pacific representing 93 percent of the global insurance market in terms of premium income.
For more information visit www.worldinsurancereport.com
The report will be presented at the Insurance Summit in Milan on June 9-10, 2016. To register to attend the event, please visit: www.efma.com/insurance16.
Role: Vice President and Principal Analyst focusing on the IOT of Customer Experience and how the cloud is driving more flexible, agile, and robust customer service and customer experiences. In-app or in device customer service is the future. Coverage Areas: Next Generation Customer, Digital Marketing Transformation Bio: As a Vice President and Principal Analyst at Constellation Research, Inc, Petouhoff works with Fortune 100 and 500’s Senior Leadership teams to create strategic customer experience (marketing, sales and service) solutions which engage customers, build brands and grow businesses. Combining her experience as a former Forrester software analyst, PWC systems integrator and change management consultant, Petouhoff leads executive workshops to discuss to not only…...
Read moreCustomer experience management is a top priority for many enterprises, particularly as we look beyond 2016 to the competitive landscape. Today, customer experience heavily influences customer retention, customer loyalty, and customer advocacy – all desirable outcomes for modern organizations.
Managing the customer experience, however, is a facet of business operations that proves challenging. From utilizing the right technology to support customer experience, to empowering employees with a sense of ownership that cultivates a strong desire to provide exceptional experiences for customers, to developing systems and protocols to create a consistent experience across touch points and channels, there are myriad considerations to weigh when designing a customer experience management program.
We’ve rounded up 55 tips from customer experience thought leaders to help you navigate the complex maze of customer experience management, encompassing challenges, best practices, examples, and strategies for creating amazing customer experiences from the top down in your organization.
Click on a category name below to jump to a specific section:
Use predictive insights to deliver optimized responses in real-time. “To provide an experience where customers can navigate across multiple devices (mobile or desk-bound), brands must deliver engagement and shopping experiences that recognize each device and automatically adjust interactions to deliver seamless experiences. You will want to be able to respond to each customer’s interactions in real time and extend relevant content and offers based on an individual’s real-time activity, when their engagement is at its highest.” – Natalie Petouhoff (Dr. Natalie), Webinar About Best Practices: Customer Experience Management, Technology, Roles and Strategy, Dr. Natalie; Twitter: @drnatalie
Want to see all the tips? You can find them here at NGDATA.
Holger Mueller is VP and Principal Analyst for Constellation Research for the fundamental enablers of the cloud, IaaS, PaaS and next generation Applications, with forays up the tech stack into BigData and Analytics, HR Tech, and sometimes SaaS. Holger provides strategy and counsel to key clients, including Chief Information Officers, Chief Technology Officers, Chief Product Officers, Chief HR Officers, investment analysts, venture capitalists, sell-side firms, and technology buyers. Coverage Areas: Future of Work Tech Optimization & Innovation Background: Before joining Constellation Research, Mueller was VP of Products for NorthgateArinso, a KKR company. There, he led the transformation of products to the cloud and laid the foundation for new Business Process as a…...
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