[with co-author Patricia Seybold, CEO Patricia Seybold Group] Leaders in digital transformation foster a culture of experimentation, customer experience management supported by mature optimization programs, and measurements relevant to their goals. They demonstrate how an integrated platform, skilled people, and mature optimization capabilities are the keys to success. One such leader is Dean Dacko, SVPContinue reading “Digital Transformation: Turnaround at Malaysia Airlines”
Tag Archives: case study
Digital Transformation Leader: Suncorp Group
Leaders communicate the path; followers must interpret. Leaders in digital transformation foster a culture of experimentation, customer experience management supported by mature optimization programs, and measurements relevant to their goals. They demonstrate how an integrated platform, skilled people, and mature optimization capabilities are the keys to success. One such leader is Murray Howe, Executive ManagerContinue reading “Digital Transformation Leader: Suncorp Group”
Agilent Personalization is Tactic, Not Strategy
This is the third of four blog posts detailing how Agilent answered those questions to achieve a successful, integrated, customer experience that supports marketing and pleases customers. Agilent does not have a personalization strategy. It has a customer engagement strategy, which employs the tactics of a personalized web page for customers and personalized communications. TheContinue reading “Agilent Personalization is Tactic, Not Strategy”
MyAgilent: Personal Portal Becomes Keystone of Effective Marketing
This is the second of four blog posts detailing how Agilent answered those questions to achieve a successful, integrated, customer experience that supports marketing and pleases customers. Over the past decade, Agilent recognized a growing need for deeper customer relationships. As in most B2B companies, customer relationships had traditionally been in the hands of theContinue reading “MyAgilent: Personal Portal Becomes Keystone of Effective Marketing”
B2B Personalization: Agilent’s Success Story
Agilent Technologies is a world-leading measurement company. Its singular focus on measurement helps scientists and engineers alike with its designs and manufacturing of scientific instrumentation. The company is organized into four business groups: Chemical Analysis, Life Sciences, Diagnostics and Genomics, and Electronic Measurement. You might remember Agilent’s birth in 1999 as a spin-off from HP.Continue reading “B2B Personalization: Agilent’s Success Story”
On Target 