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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 BeagleResearch.com, and AgeSustainability.com

One response to “End of a Short Road?”

  1. Mark Tamis

    Hi Denis,

    Ultimately it’s about understanding and meeting the customer’s Job-to-be-Done and achieving the desired outcomes. Customer Experience is part of this package but not the main driver. In some cases for commoditized products it’ll be the competitive advantage that can facilitate the transaction.

    Another risk is to see CX as needing to be industrialized or homogenized. If you don’t take into account the needs and context of the individual customer, you may be over- or underdelivering on expectations – so basically mass-customization of CX.

    Fun times ahead 🙂

    Cheers,
    Mark