Posts Tagged ‘customer-centricity’

True Customer Centricity Requires the Merging of Marketing and IT

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Guest post by Robert Tas (@TasRobert), SVP and CMO of Pegasystems.

You see the headlines everywhere – 2016 will be the year of customer experience; marketers need to make customer experience count; millennials demand an authentic customer experience. The bottom line is the stakes have never been higher in today’s modern, connected world. Every second of the business-to-customer interaction represents a key moment of opportunity and truth, each step carrying the potential to make or break that relationship, and ultimately your business. And, it all comes down to experience.

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The First Mile: The Broken Link of Social Media Customer Service

 

Part One. An edited excerpt of What’s the Future of Business, Changing the Way Businesses Create Experiences

ABOUT ME

Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. More so, he humanizes technology’s causal effect to help people see people differently and understand what to do about it. He is an award-winning author and avid keynote speaker who is globally recognized as one of the most prominent thought leaders in digital transformation and innovation.

Brian has authored several best-selling books including What’s the Future of Business (WTF), Engage! and The End of Business as Usual. His blog, BrianSolis.com, is ranked as a leading resource for insights into the future of business, new technology and marketing.

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