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CX

Research Report: What's Top Of Mind From SAP Customers

Research Report: What’s Top Of Mind From SAP Customers

By R "Ray" Wang on December 20, 2017

Relevance And Value Lead The Inquiries About SAP From the criticism about indirect access to SAP Leonardo, the 2017 SAP landscape has been both gut-wrenching and transformational for clients. Rounded out by conversations at Americas’ SAP Users’ Group (ASUG), SAP Australia User Group (SAUG) and UK and Ireland SAP User Group (UKISUG) events, the top […]

Posted in Business, Featured Posts, Technology / Software | Tagged 017, AI, anticipatory analytics, Apps Strategy, Artificial intelligence, Augmented Humanity, Big Ideas, BigData, Business Transformation, cadence, CDO, CEO, CEP, channels, Chief Customer Officer, Chief Digital Officer, Chief executive officer, Chief information officer, Chief Marketing Officer, Chief Revenue Officer, Chief Sales Officer, Chief Technology Officer, CIO, Cloud, Cloud Computing, CMO, Cognitive Computing, cognitive reckoning, collaboration, Constellation Research, content, context, CTO, CustExp, Customer Experience, customer experience management, CX, Data Driven, data governance, data stewardship, Data to Decisions, digital, Digital Business, digital commerce, Digital Disruption, digital marketing, Digital Marketing Transformation, Digital Transformation, DigitalBiz, digitaltransformation, disrupting digital, Disrupting Digital Business, E-Commerce, engagement, Engagement Apps, enterprise, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise software, machine learning, Mass Personalization At Scale, Matrix Commerce, Monday’s Musings, personalization, personalization at scale, R “Ray” Wang;, Research Report, rwang0, Software Insider, SoftwareInsider, value exchange | 1 Response

Some Non-Predictions for 2015

Some Non-Predictions for 2015

By Michael Fauscette on January 7, 2015

It’s that time of new year when you get deluged with analysts / bloggers predictions and prognostications. I join in most years, and of course there’s the IDC predictions process to contend with as well. This year I swore that I was skipping it. I’ve already done the new IDC “Futurescape” document and webcast with my […]

Posted in Featured Posts, Trends & Concepts | Tagged 2015, applications, Big Data, Business, Cloud, CX, data, ESN, mobile, net neutrality, platform, predictions, Privacy, security, Social, strategy, technology

Is 2015 the Year of the Digital Wallet?

Is 2015 the Year of the Digital Wallet?

By Michael Fauscette on December 29, 2014

2014 will go down as the year of the major corporate hack. It happened in retail, in banking, in entertainment, in government and probably in many other places that never went public. Personally I have had new debit cards issued three times this past year, all because of a retail hack. Everytime it happens I […]

Posted in Featured Posts, Technology / Software | Tagged Apple Pay, commerce, Customer, CX, digital wallet, experience, google, MCX, online, pay, PayPal, store, Wallet

Transforming Data Into Action - Part Two

Transforming Data Into Action – Part Two

By Michael Fauscette on December 2, 2014

In part one of this series we looked at big data and transforming it into smart data, or data that is contextual, relevant and delivered to the right people / person at the right time. One of the other interesting and growing use cases in the business use of data is something called small data. […]

Posted in Featured Posts, Technology / Software | Tagged Apache Hadoop, Beowulf cluster, Big Data, CRM, Customer, Customer Experience, CX, data, data2action, decision systems, Distributed computing, enterprise, mapreduce, marketing, Open source, sales, sense and respond, small data, smart data, socbiz, supercomputer

Social Business and Digital Strategy

Social Business and Digital Strategy

By Michael Fauscette on November 12, 2014

Social business, collaboration, community and content, is there real business value tucked away in those words? Digital transformation, digital strategy and digital disruption, are businesses really feeling the pressure to do somethings differently and by changing can they be more competitive, grow faster and be more successful? What’s different today that would help businesses unlock […]

Posted in Featured Posts, Trends & Concepts | Tagged collaboration, Community, content, Customer, CX, digital, employee, ESN, internet, networks, socbiz, Social, strategy, transformation, work, Workforce

Why is Good Customer Service So Difficult?

Why is Good Customer Service So Difficult?

By Michael Fauscette on October 20, 2014

This could easily be a rant based on some recent customer service experiences but I’m going to avoid that and instead look at what companies are facing today in trying to meet customer expectations. I read recently that Comcast has finally appointed a VP to try and address their extremely poor customer service (I’d say […]

Posted in Business, Featured Posts | Tagged Business, CRM, Culture, Customer, customer service, CX, ESN, experience, internet, socbiz, Social, systems | 1 Response

Transforming Data Into Action - Part One

Transforming Data Into Action – Part One

By Michael Fauscette on September 29, 2014

Everywhere you look in tech today you’ll read / hear about big data and all the many uses businesses could get from it. Businesses do certainly need to become more data driven and in fact the business model for the Information Age is something we’ve referred to as “sense and respond”. Moving from the old […]

Posted in Featured Posts, Technology / Software | Tagged Big Data, Business Models, CX, data, data2action, decision, experience, information, processing, sense and respond, small data, smart data

Is Collaboration Part of Your Customer Experience Strategy?

Is Collaboration Part of Your Customer Experience Strategy?

By Michael Fauscette on August 26, 2014

The conversation about customer experience as a business strategy continues to get lot’s of attention as companies struggle to figure out how to do business in a changing, consumer driven marketplace. A lot of these conversation have focused on the outward facing issues, changing marketing and sales or executing customer service in a new or […]

Posted in Featured Posts, Trends & Concepts | Tagged change, collaboration, CRM, Customer, CX, employees, ESN, experience, socbiz, Social | 2 Responses

Engagement or Experience?

Engagement or Experience?

By Michael Fauscette on August 6, 2014

This may sound a bit like a rant, and I suppose it is really, but I’m tired of having this conversation so thought it would be easier to just point to a post. It’s semantics but being clear on what…

Posted in Featured Posts, Trends & Concepts | Tagged Customer, CX, employee, engagement, experience, future of work, Productivity, Social, technology

Social Business Maturity Model, The Next Generation

Social Business Maturity Model, The Next Generation

By Michael Fauscette on May 29, 2014

Way back in 2011 we published a maturity model for the adoption of social technologies and the resulting cultural and process changes that those technologies could enable. Quite a lot has happened since then of course but happily some of the fundamental business impacts from the use of social technologies hasn’t. We do understand them […]

Posted in Featured Posts, Trends & Concepts | Tagged Business Models, custoemr, CX, employee, engagement, Enterprise 2.0, EX, experience, future of work, idc, maturity, model, networked business, partners, socbiz, Social, social business, Social CRM, Social Enterprise, social web, technology, Web/Tech | 1 Response

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