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Well-known CRM analyst and thought leader, Denis has made contributions to our thinking about cloud computing, CRM, social media, analytics and mobility. He runs the Beagle Research Group, LLC and is the author of "Solve for the Customer", "You Can't Buy Customer Loyalty, But You Can Earn It", and recently, "The Age of Sustainability". He frequently contributes to this and other outlets. Check out, and

3 responses to “Digital transformation and moments of truth”

  1. Narina Sippy

    Denis, I may have pointed out the example, but you put it in perspective and nailed why Starbucks has been so successful. Listening to customers and finding new ways to deliver value does indeed foster loyalty, leading to increased frequency and spend. Thanks for sharing!

  2. Jitendra Gupta

    Well said Denis!! Personalized content like music, games, offers etc. are key to keeping the customers engaged.

  3. Chris Potter

    “The difference, as is often the case, is in understanding the application of the new technology rather than implementing it just because you hear voices.”

    Great point which sounds simple but quite often gets ignored. What’s the point of digital transformation and customer experience if there’s no improvements on the services/products customers are receiving?