Customer Experience and Design

A brief while ago I had a talk with Ian Hodge, a very established Australia based consultant. One of the topics we talked about was what customer experience is and how to measure it. This led to following brief conversation on LinkedIn. Hi Ian, you told me that you...

Public-, Private-, Hybrid Cloud – Quo Vadis?

Back in 2012 thought leader Esteban Kolsky went through the efforts of defining a pure, open cloud architecture with its three constituting layers: SaaS, PaaS, and IaaS, and samples of their interactions. A core focus lies on how an open cloud model solves the issues...

CxM AND PoS – A Tale of two Cities

CxM and PoS, these are two protagonists of an ever continuing story. It comes in many different flavours but it essentially is about change vs. stability. On one hand we have the PoS, the contender, a long time best hated friend of the retailer, an infrastructure that...

CRM Evolution – Some not so random Thoughts

CRM Evolution 2015 was a very vibrant conference with lots of discussion that included a number of high profile industry influencers. For me as a first time attendee it was amazing how approachable many of these people are. But then this might come with the territory....