We’re moving into a more holistic digital transformation era, which requires the threads of data, data analytics, and artificial intelligence to be strung together. And all these threads need to be focused on delivering a transformative customer experience which attracts, converts and retains customers. Current “digital transformation” is at the edge “Digital transformation” initiatives at […]
About Walter Adamson
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Entries by Walter Adamson
Right now the biggest demand from executives responsible for customer insights is how to collect social data and embed that social data in decision making across the enterprise. How do we enhance customer support with social insights embedded into customer data? How do we design and implement better customer experiences using embedded customer social insights? […]
The recently renewed effort by Twitter to eliminate fake followers caused a sudden wave of consternation across the Twittersphere. Tweeps wondered why they had suddenly lost hundreds or thousands of followers. Who was hit most? Lady Gaga got gazumped but Rupert came through with clean hands Twiter announced in July 2018 that it was about […]
Providing enterprise-value social media listening and insights is expensive for vendors of such products. Some cut corners, in the pursuit of lower costs, by resorting to “alternative” methods of social data acquisition. If your company uses such products, and you use this data, you have nowhere to hide should this be exposed. You have more […]
There is no doubt that the biggest trend that we are seeing among our customers and prospects is the desire to manage social media more effectively. This means more efficiently and effectively internally, and more effectively in being able to build audiences and target customers with the more relevant information which enhances the customer experience. […]
Myer is one of the most well known Australian brands, having opened the first Myer store in Bendigo, Victoria in 1900. After prospering, the second store opened in 1908, and in 1911 Sidney Myer and his brother hit Melbourne city. Myer has been an iconic department store brand ever since. Right now, Myer is on life support with its […]
The foundation of the new customer experience management is better data about each customer, not just about segments of customers. The key to effective CX implementation is not to get caught up in paralysis by data analysis. Rather than holding out for a finalised “360-degree view of the customer” companies can build on the foundation […]
The Business Index just released by Sprinklr (the SBI) is a great way to see how your brand compares to 35,000 other global brands, rated by performance in social media. Not only that it is publicly available for free. We examined 3 iconic Australian brands. Benchmarking social performance The three brands we examined are Telstra, […]
Software continues to evolve from point solutions into integrated suites. From the early days of SAP or Oracle or Salesforce they have acquired and extended their reach into further and further corners of their original domain whether that be CRM or ERP for example. They now offer integrated suites, or platforms. Social software is inevitably […]
The 2017 Edelman Trust Barometer recorded the lowest ever trust in business, government, media and NGOs in the history of the survey. This presents a challenge to the marketing strategy of all businesses, because marketing to sell in the absence of trust only makes the scepticism grow.