Mar 03, 2020 By Jenny Sacks

How to Embed Customer Listening in Your Business

This post is part of a regular series called 360 Perspectives, featuring customers, partners, and experts unraveling the complexities of what it takes to change mindsets, connect silos, and put the customer at the center of their business. How well do you think you know your customers? Some of... Read More

360 Perspectives, Customer Engagement, CEO, Customer Experience, Innovation

Feb 25, 2020 By Jessica Bergmann

What Luxury Brands Can Learn From Lamborghini About Customer Engagement

This post is part of a regular series called 360 Perspectives, featuring customers, partners, and experts unraveling the complexities of what it takes to change mindsets, connect silos, and put the customer at the center of their business. When you’re in the business of selling an ultra-luxury... Read More

Customer Engagement, Customer Service, 360 Perspectives, Customer Experience, Digital Transformation

Feb 18, 2020 By Jessica Bergmann

How the Indiana Pacers Went From Brand-Driven to Fan-Driven, and Became a Digital Leader in Pro Sports

This post is part of a regular series called 360 Perspectives, featuring customers, partners, and experts unraveling the complexities of what it takes to change mindsets, connect silos, and put the customer at the center of their business. For Pacers Sports and Entertainment, the organization... Read More

360 Perspectives, Digital Transformation, Customer Experience, Marketing

Feb 11, 2020 By Peter Doolan

360 Perspective: How to Build One Team Around the Customer

This post is part of a regular series called 360 Perspectives, featuring customers, partners, and experts unraveling the complexities of what it takes to change mindsets, connect silos, and put the customer at the center of their business. ... Read More

CEO, Customer Engagement, Customer Experience, Best Practices, 360 Perspectives

Feb 04, 2020 By Jessica Bergmann

How a 61-Year Old Family Company Overcame a Digital Deficit to Serve Guests in Moments That Matter

This post is part of a regular series called 360 Perspectives, featuring customers, partners, and experts unraveling the complexities of what it takes to change mindsets, connect silos, and put the customer at the center of their business. Pilot Flying J, one of the largest travel center... Read More

CEO, 360 Perspectives, Customer Story, Customer Engagement

Jan 28, 2020 By Taylor Price

New Research: Is CRM the Secret to Connecting Your Business Silos?

It’s fiscal year planning time, and as the departmental leader, you’re eager to invest in new technology to improve customer experience metrics and performance for your team. There’s immense pressure to deliver quickly, so involving other departments isn’t an option right now, but you’ll be sure to... Read More

Customer Engagement, CEO, CRM, Leadership Insights, Research, 360 Perspectives

Jan 21, 2020 By Katherine von Jan

360 Perspective: How to Design Customer-Centric Business Processes

Your business processes are your company’s habits — repeatable behaviors that, over time, shape the DNA of every customer and employee experience. If your organization is like most, process development is an internal product-focused exercise. It’s easy to forget how quickly process bleeds into... Read More

CEO, Customer Engagement, Customer Experience, Best Practices, 360 Perspectives

360 Perspectives: Solving Complex Customer Needs

Jan 14, 2020 By Jessica Bergmann

CTO Perspective: How Hamesh Chawla Took His Development Team From Product-Centric to Customer-Centric

Edelman Financial Engines (EFE) experienced something of a lightbulb moment last year. The company, the largest independent registered investment advisory (RIA) in the U.S., realized that it was devoting a not-insignificant chunk of its R&D dollars to mobile app features that few customers... Read More

CEO, Customer Experience, 360 Perspectives

Jan 07, 2020 By Simon Mulcahy

Customer 360 Transformation: The Importance of Changing Mindsets in Your Organization

What do you need to win in business? A simple question that for decades had clear answers: Size, incumbency, and great products. Leaders thought “Build it and they will come,” and so it has been that the product has always been at the center of a business. Until today. Any digital native starting... Read More

CEO, Customer Experience, 360 Perspectives

Salesforce.com

360 PERSPECTIVES

How To Connect Silos
and Put Customers First