Customer Journey

ArchiveTagsCustomer Journey

14 minimum requirements for an awesome digital hotel experience

I've stayed at my fair share of hotels, but none has ever gotten close to what I, as a frequent business traveler, would expect from a digital hotel experience.

The CMO is dead

Say goodbye to the CMO, and say hello to the CCO. Objective number one for the CCO is a clear customer service focus.

Adobe Summit 2014: My conference report

Key takeaways from my conversation with David Edelman, McKinsey Digital, at the Adobe Summit 2014 in London.

Adobe Summit 2015: My conference report

The internet of one, auto tagging, anomaly detection, lookalike modeling, and more — from Adobe Summit 2015.

Zero True Fans

The insight that should hit some community managers like a ton of bricks is that many brands have ZERO true fans.