J. Boye Aarhus 2015
November 3-5, 2015. Aarhus, Denmark. Keynote: The total impossibility of customer experience management by Tim Walters Web Design Trends 2016 by Marianne Kay Event website: J. Boye Aarhus 2015 read more >
Author Archive | Tim Walters
Commoditization, Innovation, and “Transformation” — Through the Lens of Box
In an interview with the Wall Street Journal prior to their mid-January 2015 IPO, Box’s CEO Aaron Levie was asked, “Is online file sharing a commodity?” Levie hedged the answer, offering only that “the storage component of what we do is a commodity product.” But, in truth, storage alone has long been undifferentiated. (Thumb drives, anyone?)… read more >
Beyond Midmarket and Enterprise, Think of “Mid-Size Organizations” for Customer Experience
When it comes to marketing and evaluating software, vendors and buyers alike still tend to overemphasize market categories like enterprise, midmarket, and SMB. In a pair of previous reports, we have argued that such revenue-based distinctions are a disservice to suppliers and users alike. Vendors end up switching from one category to another in search… read more >
“Mid-Size Organizations” Hold the Keys to Success With Customer Experience Management
Consumer expectations do not diminish according to the size of the organization. We all just want a great experience regardless of the size of the organization attempting to engage us. Whether in a B2C or B2B context, we don’t distinguish between massive enterprises and family-owned firms, nor between temporary sites for a product launch and the polished omnichannel experiences of a world wide… read more >
Rethinking DAM: Customer Experience Demands Intelligent, Integrated Content
Mobile, always-on internet access, and social platforms have empowered consumers by making information open, sharable, and ubiquitous. But if the web and other digital channels still consisted exclusively of text and small, grainy photographs — ala 1997 — it’s unimaginable that we would be talking of the imperative for every company and brand to offer compelling, engaging experiences. Rich media… read more >
Customer Experience Management Pushes Marketers Beyond DAM to MAD
In order to understand the role of rich media in customer experience, just recall how the web looked in the mid-1990s. Constrained by crude content management systems, expensive storage, and above all, by dial up modems, web sites were dominated by text. Photographs were small, low resolution, and rare — in 1996, even the home page… read more >
How does Apple avoid disruption? (And what does it mean for CEM?)
[In a few hours, Apple will report earnings for the calendar year Q1 (Q2 of their fiscal year 2015). The numbers will not exceed the record-breaking previous holiday quarter, but analysts are predicting solid returns. There are even some signs that Wall Street’s on-going and obstinate blindness to what makes Apple tick (tock) is on the… read more >
Apple Watch and a new kind of “systems integration” for CEM
In a recent piece on his Asymco blog, Horace Dediu tackles the question of how to predict what category Apple might enter next. (Specifically, whether they will build a car.) However, I think the piece exposes some essential but overlooked elements of customer experience management. It ought to be required reading for anyone involved with… read more >
Optimizing High-Value Customer Journeys: The Case of Banking
Given a choice, would you rather go to the dentist, or listen to what your bank has to say? In an exhaustive study of 10,000 millennials in the U.S. (defined as those born between 1981 and 2000), Viacom Media Group found that seven out of ten respondents preferred a session in the dentist’s chair. Banks… read more >
Four predictions prescriptions for CEM clarity in 2015
[Note: This is a long one – but worth it! So get your beverage of choice and settle in.] Admit it. You overindulged during the holidays. Oh, I don’t mean the liquor and libations, the decadent deserts, the game day gorging – after a long, strange 2014, you deserved all of that, and more. I’m… read more >
