In my recent CMSWire article, I wrote about how AI search is becoming the new gatekeeper in B2B buying — how buyers are using tools like ChatGPT and Perplexity to research vendors before ever visiting a website, and how the buying decision is increasingly happening before you know a prospect exists. If you haven't read it, [...]
Each year when I read an annual Customer Experience report, my wish is that Customer Experience finally makes it into the mainstream. I remember reading the findings from Accenture's 2015 B2B Customer Experience Report. I was encouraged to read that approximately eight in 10 executives believe delivering a differentiated experience links directly to business results [...]
I remember an old phrase from the 1980's called "MBWA", Managing By Walking Around. The premise was that managers needed to get out of their office and walk around the office to check with employees on the status of their work and the status of the company in general. It led me to think about [...]
