by Dr. Natalie | Jan 19, 2016 | Analytics of Everything, B2B Customer Success Management, Big Data, CEO, Chief Revenue Officer, CIO, CMO, Conferences, Crossing the Chasm, Customer Experience, Customer Service, Digital Disruption, Digital Marketing, Dr. Natalie's Blog, IOT, Leadership, Marketing Software
I’m here with my colleagues, Holger Mueller @holgermu and Doug Henschen @DHenschen, covering the #OracleCloud Summit 2016 in NYC at the Waldorf Astoria @WaldorfNYC. (BTW the Waldorf Astoria has great customer service!!!) MY POV: My overall take away is that...
by Dr. Natalie | Jan 13, 2016 | CEO, Chief Revenue Officer, CMO, Crossing the Chasm, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, Dr. Natalie's Blog, Organizational Change Management
Even though there is much talk about customer excellence in customer experience, many companies, according to customers don’t hit the mark. Intelliresponse identified 5 things brands need to do to make customer experience work. Here they are: Why? 87% of...
by Dr. Natalie | Jan 8, 2016 | B2B Customer Success Management, CMO, Crossing the Chasm, Customer Experience, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, Leadership, Marketing Optimization, Organizational Change Management
The complexity of marketing has increased exponentially. The question on many CMO’s mind’s range from: Do I have the right technology? Am I using what I have well? What else do I need? Are my processes efficient and effective to take advantage of...
by Dr. Natalie | Jan 8, 2016 | CMO, Content Marketing, Customer Experience, Customer Service, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, Leadership, storytelling
I think most brands, when they started in social and digital media didn’t realize the commitment they were heading into to be content creators or essentially publishers. But what the recent past has shown is that engaging customers in digital and social is that...
by Dr. Natalie | Dec 14, 2015 | Big Data, Chief Revenue Officer, CIO, CMO, Crossing the Chasm, Customer Experience, Digital Disruption, Dr. Natalie's Blog, Internet of Things, IOT, Organizational Change Management
The report by Capgemini, “Organizing for Digital: Why Digital Dexterity Matters” — conducted in collaboration with MIT Center for Digital Business — reveals that digital organizations reported outperforming competitors on key performance indicators, such...
by Dr. Natalie | Oct 8, 2015 | B2B Customer Success Management, CMO, Crossing the Chasm, Customer Experience, Dr. Natalie's Blog, Organizational Change Management
The importance of leading the customer experience cannot be understated. However, if the CMO steps into this role, there are risks that come along with the rewards. It may mean, in some organizations, that you’ll have to start by wearing a flak jacket to repel those...
