customer relationship management

Leading with creativity, not technology

The idea of leading with creativity and not technology coming from a professional who is offering Martech solutions as one of his key services might sound blasphemous. But meeting after meeting (and there are too many of them), I hear senior professionals dive straight into executional and tactical stuff. Almost always when my team presents …

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Remove the cobwebs. Add the cloud. The marketing cloud.

The job in marketing today is all about culling out insights from vast amounts of customer data, creating content-based engagement strategies, executing through the customers preferred channels, and ensuring a great customer experience leading to business growth. Marketing teams now have the AdTech and MarTech tools, customer data, budgets to invest in technology and organizational …

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The evolution of Customer Contact Centres into Customer Experience Labs

Customer Contact Centres are undergoing a transformation globally. I wonder why they have taken such a long time to evolve, maybe because it was a process thing. For marketing teams, it is not as fashionable as going on a shoot, meeting Google folks, digital folks, MarTech folks, OTT folks etc. I have always believed that …

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