by Annette Franz | Jan 4, 2023 | big data, customer expectations, customer experience, data, desired outcomes, outcomes, personalization, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on September 30, 2022. Data is at the heart of designing and delivering a great (connected) customer experience. Without data informing your design and delivery, you really are flying blind. But...
by Annette Franz | Mar 3, 2021 | customer experience, personalization, personalized, Uncategorized
I originally wrote today’s post for GetFeedback. It appeared on their site on March 1, 2020. According to Salesforce, 51% of customers expect that brands will anticipate their needs and make relevant suggestions before they make contact – by 2020. Well, here we are!...
