Story telling is the lifeblood of winning the customer. We've analyzed how we perform in exposing and engaging with those stories. The results are compelling.
Technical debt is a well known concept but do readers know it can lead to technical bankruptcy? This report sets out the what, they why, and the how of getting out of this potentially dangerous situation.
T-Mobile understands that the customer journey doesn't end when the relationship ends. They also understand how to help customers in an appropriate fashion when things go wrong.
Fred Studer brings a refreshing and enthusiastic approach to marketing in a product segment that has not been known for marketing innovation. He has grand plans and a focus on customer storytelling. This aligns closely with our view of 21st century technology marketing.
Nearly three years on and Dixons Carphone internal POS systems are not integrated. It's frustrating for customers but is even worse for staff. The problems don't stop at systems.
Plex is extending its Intelliplex analytics platform to provide jump off points into the business and not be restricted to the plant floor. This is an important development.
In what is a first for this author, product placement planted the seed that eventually led to a buy decision. It's an interesting approach but one which conceals a different approach to buying that is refreshingly cogent.
Intuit's first UK customer event, QuickBooks Connect attracted a sizable crowd that appeared mostly to be millennials and Gen Y people. Does QuickBooks hold enough to crack that demanding market?
Ocado's online experience and delivery service comes close to what passes for the frictionless enterprise today. What matters though is the end to end customer experience. On this first outing, I rate them highly.
Workday had a very good quarter but the shine was knocked off by the withdrawal of a billings forecast for the next year. This overshadowed an important milestone in the adoption of ASC 606 which changes the way companies with contracts report revenue.
Uber's current HR crisis is a text book example of tone at the top leading to a failing culture. How Uber addresses this will determine the extent to which it matures into a truly great company.
Morrisons has piled money into its online presence but is it good enough to capture customers. My view? Not a chance.
SAP has just won in its SAP UK v Diageo test case determining the right of software vendors to charge license fees to users on indirect access to SAP generated data.