Customer Experience


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Each year, Gartner publishes a Supply Chain Top 25 list. As a student of the supply chain, I watch to see who made the list and what market advances they highlight for suppliers and retailers.  Over the years, I  have seen many signs of progress toward a responsive demand driven supply chain. Last week though I experienced it firsthand.

Here’s my personal supply chain story, that reveals some important best practices for retailers.

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ArtvsScienceThere is a long-standing debate as to how much of customer experience management is science and how much is art.

As you decide where you weigh in on the question, here are two [of my personal] customer experiences for your consideration. While one experience is a customer satisfaction triumph and a pleasure to share, the other tells a cautionary tale. They both illustrate the critically important role technology can play, blending science and art to create positive impressions and continuing customer loyalty.  Read more at CMSWire

The insurance industry is experiencing a major shift in market behavior. Whether this becomes a perfect storm for failure or a new growth opportunity will depend on the insurer’s ability to respond to the sea change. Check out my latest article in CMSWire where I look at the challenges insurers are facing, whether they are a duck, a gekko or an elephant 🙂

How Adaptive Case Management Transforms the Customer Experience

It’s Oscar season again and while Argo and Life of Pi walked away with the awards this year, I’ve been thinking about a past classic.  The Wizard of Oz happens to be one of my favorite guilty pleasure movies of all time. I will probably be first in line to see the prequel Oz the Great and Powerful, which arrives in theatres this month. Not only does my inner child love everything about the Oz stories, my adult persona believes there are important business lessons to be found there.

In this article I look through the lens of three iconic scenes from Oz to see how case management can help create great customer experience.   Read on at CMSWire my pretty

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