Current thinking, practical guidance and implementation perspectives across Data Engineering, Artificial Intelligence, Digital Marketing and the industries we serve.
Customer acquisition cost can look excellent while a business loses money on acquired customers. Lifetime value can look impressive when calculated from optimistic averages.…
Read article
The last ad clicked before a sale is easy to count. It is rarely the whole story. Someone may discover a brand through a…
Read article
Consistency does not mean a mobile screen, website and support conversation must look identical. It means the customer should recognize the same promises and…
Read article
A visitor browses anonymously, later signs up in an app and contacts support from a different email address. Marketing may count three people; service…
Read article
A company can sell through a website, app and store and still make customers start over each time. That is multichannel availability. Omnichannel experience…
Read article
A customer experience dashboard may show falling satisfaction. That is an observation, not a diagnosis. To understand why, connect what people did with what…
Read article
A welcome email is easy to automate. Genuine lifecycle engagement takes more thought: what does a customer need after a first purchase, after a…
Read article
Customers do not experience a company as a collection of departments. They search, buy, wait, ask for help and sometimes return. A journey map…
Read article
A patient may begin with a web enquiry, receive an appointment reminder by message and later need a phone call about preparation. A useful…
Read article