Tag Archives: customer journey

Within data and analytics, the “If you build it, they will come” mentality is finally dead

September 20, 2017

How to align data and analytics to achieve business outcomes Over the past few months I’ve been engaged across industries to help organisations understand what businesses are trying to achieve from big data and analytics. I’m glad to report that the focus is no longer on the technology first; at last, the belief in the… Read More »

Who owns the customer experience in the digital age?

September 19, 2017

From online browsing to email offers, from in-app shopping carts to in-store purchases, tracking the customer experience is a complex marriage of a myriad of touch points, occurring across endless platforms with countless key performance indicators nested in each. For executives to to really wrap their heads around all these collective data points, there needs… Read More »

The future of marketing – You don’t own your brand anymore

July 18, 2017

In my last blog, I introduced two trends that have fundamentally changed data-driven marketing over the last two decades. In this instalment I want to introduce two more seismic shifts that modern marketing organisations have to deal with. The third big change to impact marketing has been the dramatic change in consumer expectations. Alberto Brea… Read More »

Big Data in the Magic Kingdom: Disney’s Secret to Customer Experience Success

December 20, 2016

What’s the big data secret behind Disney’s magical customer experience? Or any other retailer relationship, for that matter? Whether shopping for clothes, sniffing-out cheaper utilities, or strapping on a personalised bracelet for a visit to the Magic Kingdom, we expect the earth in return for our custom. And why not? Shaped by new technologies and… Read More »