Do you have any recommendations for integrating customer data? For instance I’ve seen many corporations that have different data for the same consumer spread across 5 different departments. Obviously integrating it all into the same system is a priority, but how much fiscal expense would it reduce?

The customer wants humanity and management is drawn toward automation.

There is a way to use automation to equip human service providers: That is the path toward “win/win” in the space.

As you requested on Twitter, I will certainly say more on the subject. It’s what I’m working on day to day, and I think it’s essential for forward-thinking brands.

It’s interesting to see investment in technologies such as voice analysis/ IVR solutions to create automated supoprt pulling in one direction, whilst the demands and expectations of the customer using SocialCRM means they want a personalized response from a human.

As the recent IBM study on CMO’s made clear, resolving this paradox is probably the number one challenge of marketing leaders in the short term.

Thanks again for a great article.

I loved the statement: “Fear plays the role of antagonist
in the story of your life. ”

Very true.

Very grateful.

That’s a great quote from Graham! Much appreciated.