Searching for the Connected Customer Experience

Look for Our Exciting New Direction: FRAMEWORK in 2018

In our second year, we’re now working on exciting new content for FRAMEWORK. Our curation and commentary will remain part of the mix—and now we’ll bring new relevant and useful information to you in a variety of engaging media.

Going forward, we will be publishing monthly. We’re still listening to readers and experimenting, so look for new content and more details next month.

Thank you for being a FRAMEWORK reader!

“The only way to make sense out of change is to plunge into it, move with it, and join the dance.”
—Alan Watts

FRAMEWORK : Voice of Consumer

New Survey Data Shows Much Progress and Remaining Challenges in Data-Driven Customer Experience

A Must Read: Forbes Insights Report: “Data Elevates the Customer Experience”

How about we all dig into some exciting data and share our insights?

What I’ve called the “connected customer experience” is getting much closer to becoming a reality.

Let me share a new report from Forbes Insights: “Data Elevates the Customer Experience”. This data-rich, well-documented and fully-illustrated report provides extensive survey data conducted as a follow up to Forbes’ 2015 pulse survey “Blazing the Trail from Data to Insight to Action.”

Forbes, of course, builds on the premise that “data-driven customer experience is critical to the future of growth and development of organizations.” We couldn’t agree more.

In fact, it’s more important than ever because, as Salesforce points out: “68% of marketing leaders say they are increasingly competing based on customer experience, not price or core product attributes.” *

Beyond sales, customer experience touches all parts of our lives and businesses.

This survey shows significant progress, but there’s still some big challenges ahead. Read the survey now to see for yourself. (Click now!)

Please join me and look at this report and then write me with your thoughts, impressions, insights. Just use the email message at the bottom of this issue —

We can all roll up our sleeves and dig into some data together!

Thanks in advance for your time and help. I’m excited to read your unique perspective of how data elevates the customer experience.

I look forward to hearing from you soon.


* “Fourth Annual State of Marketing,” Salesforce Research, 2017.