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Walking the CX talk

One of the high-priority initiatives I am seeing B2B companies adopt as we look into 2019 is transforming from being product-centric to customer-centric. From my vantage point, I see this type of transformation as one of the three BIG CMO challenges.  The other two are adopting financial…

Three things marketers must do to keep CX real

…improving CX has a direct impact on results. Economists like to talk about “aligning incentives” in organizational and marketplace behavior. Let’s be a little more direct. Making a bottom-line connection between CX and dollars is crucial for our success — and a hard-nosed way of keeping CX real.…

Brand X: Why customer experience is a cloud marketing must-have

…mobile app offerings and cross-channel integration. You can be sure these companies consider CX to be a core aspect of their mission. But what about businesses that exist entirely online? How does CX play out when there’s no real-world analogue to carry into the digital realm? For users of a cloud…

Gartner: What the post-disruptive marketing landscape will look like

…ads. CX and data transparency Of those predictions, perhaps the most disruptive to the current prevailing marketing perspective is the idea that customer experience initiatives may be facing a pullback. Why? Gartner suggests a key reason is the lack of broadly accepted ways to measure successful CX,

Tony Byrne

Tony Byrne is founder of Real Story Group, a technology analyst firm. RSG evaluates martech and CX technologies to assist enterprise tech stack owners. To maintain its strict independence, RSG only works with enterprise technology buyers and never advises vendors.

Oracle launches a ‘CDP-plus’ for its clouds

…at Oracle. In this way, he claimed, CX Unity is more advanced than most CDPs, some of which are focused primarily on centralized data storage. Previously, each Oracle Cloud had its own customer profile, and this is the first unifying mechanism. Like other CDPs, CX Unity can handle unstructured and…

Forrester predicts 80% of companies will fail to comply with GDPR in 2018

…for designing CX (customer experience) standards, and, according to Forrester, they are key stakeholders in a company’s digital transformation process. Pulling from its “2017 CX Index,” Forrester says CX has plateaued, or has been on the decline, for most industries and companies because “most CX

Sneak peek: MarTech agenda highlights just for you

…construction mode, so these sessions are subject to change.) Using Martech to Deliver Rapid Growth While Managing Large Scale. CX Appeal: Elevating from Marketing Ops to CX Ops. Building (and Finding) a Marketing Technology Team. Product Management in MarTech and How Marketing and Technology Can…

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