Category: Experience
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Martec’s Law: why technology races ahead while organizations lag behind
AI, Artificial Intelligence, Biz Tech, Change, Customer experience, Digital marketing, Engagement, Experience, Marketing ROl, NumbersRead more: Martec’s Law: why technology races ahead while organizations lag behindIn the ever-evolving world of marketing technology, one principle stands out as a timeless truth: Martec’s Law. Coined by renowned consultant Scott Brinker, this law highlights the fundamental mismatch between…
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Thriving in a trust-driven market
Read more: Thriving in a trust-driven marketAs we kick off 2026, the B2B landscape is buzzing with transformation—fueled by AI advancements, evolving buyer behaviors, and a sharp focus on trust and value. Forrester’s latest “Predictions 2026:…
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Balancing empathy with efficiency
AI, Artificial Intelligence, Biz Tech, Change, Customer experience, Engagement, Experience, TransformationRead more: Balancing empathy with efficiencyCustomer frustration with service continues to be a huge challenge. Service delivery should be improving, given that Customer Experience (CX) is widely acknowledged as a mission critical function, requiring tech…
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Marketing is not about the product or service you sell. It’s about which story you tell
Read more: Marketing is not about the product or service you sell. It’s about which story you tellStanding out goes beyond showcasing your product. Take a look at the iconic Air Jordan—yes, it’s a stylish sneaker, but the real magic lies in the story it tells. The…
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Reprioritise Point of Sale and focus on Point of Value
Change, Collaboration, Customer experience, Engagement, Experience, Sales alignment, To be defined, Transformation, TrustRead more: Reprioritise Point of Sale and focus on Point of ValueOrganisations must rebalance away from sales and prioritise value delivery, according to CX guru Bruce Temkin. Temkin says too many organizations overly focus on selling their products and services, but…
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Out of the bottle: Salesforce’s genie
AI, Artificial Intelligence, Biz Tech, Customer experience, Digital marketing, Engagement, ExperienceRead more: Out of the bottle: Salesforce’s genieSalesforce claims its new Genie capability, which combines its CDP with AI and automation, across its platform will enable genuine “real-time CRM”.
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The decisive new NPS metric: earned growth rate
Attitude, Biz Tech, Change, Collaboration, CRM integration & utilisation, Customer experience, Engagement, Experience, Marketing ROl, To be definedRead more: The decisive new NPS metric: earned growth rateConfronted with the gaming of his original NPS, the concept’s founder Robert Reichheld is now advocating that it be paired with a new metric: earned growth rate. However, will this…
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The Tesla robot is coming
Read more: The Tesla robot is comingThe Tesla robot is coming. It will be revolutionary in its impact with profound long-term implications for our planet. What happens when there is no shortage of labour? Capital is…
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Slow progress is not good enough
Attitude, Biz Tech, Change, Collaboration, Content Marketing, CRM integration & utilisation, Customer experience, Data, Digital marketing, Engagement, Experience, Lead management, Marketing automation, Marketing ROl, Mindfullness, Sales alignment, To be defined, Transformation, ValueRead more: Slow progress is not good enoughNow into its second decade, the survey by leading Australian B2B marketing agency Green Hat shows that marketers are achieving only slow progress in digitising and driving commercial outcomes.
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Marketing must earn its Board Room credibility
Read more: Marketing must earn its Board Room credibilityMarketing has long been a lightweight player in too many old-school Boardrooms, dominated by people with finance and legal backgrounds. As it is not regarded as mission critical, Marketing’s Opex…