customer experience

EX CX

Crossing the EX CX Divide

Those who have been around a while in this industry know that sales often grow fastest in the toughest of times, as efficiencies need to be made and costs saved. Even so, there is always an on-ramp and readjustment to remind and educate buyers and investors alike that to save money, you need to invest in the right places to make the necessary changes. 

Microsoft Ignite: a good old fashioned product conference for the new age

Ignite was a vast digital event befitting of the newly-crowned world’s most valuable public company, with a dizzying array of product announcements rolled out around the main theme of making hybrid work the new normal. Here are some very brief highlights…

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Hoisted on its own (AI) petard – Zillow’s bad week

Does the Zillow algorithm fail have larger meaning for AI? Some tech pundits have used this story to rail against the blind adoption of AI by businesses or to preach against the sins of replacing human wisdom with AI bots. After reading a few posts, you’d be forgiven for thinking this could be the beginning of the end for evil AI. At Deep Analysis, we thoroughly disagree with the fearmongers and naysayers.

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WFH – KM & Tulsa OK

But one area that seems to have garnered little attention is the gritty reality of the challenge of finding information, gaining and sharing knowledge, and make informed decisions. Endless Zoom meeting, just don’t cut it. We get by, we do the best we can, but for knowledge workers, in particular, there are serious and often unacknowledged challenges ahead.

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ECM 2.0 – Adobe Document Cloud….

Adobe is best known for its Experience & Creative Cloud businesses. For over the past decade, it has become the dominant force in Customer Experience Management, the go-to technology brand for digital marketing and digital creation. What gets lost, it’s even painful to find it on the Adobe website, is another cloud altogether, the Adobe Document Cloud. It’s the least sexy of the clouds but in our analysis the most important.

Cisco – Reinventing the Customer Experience

First, let’s put Cisco into context. Cisco is a giant with over 60,000 partners generating 85% of its revenue. Technology firms that sell through partners historically had a hands off approach to the customer experience (CX), as managing the customer is considered the partners job. Over the past few years this analyst has seen first-hand the enormous disconnect that such an approach to CX can generate. In a nutshell, the tech firm thinks the customer loves them (after all they spend money on their licenses and products), but in reality the customer loathes them, as nothing works as promised, and they are left to pick up the pieces and sort the mess out themselves.