Steven Thurlow

[MyCustomer @MyCustomer]

Why is it difficult to understand customer emotions... and how can it be cracked? https://t.co/ttw9OnvhIe #custexp #marketing

[Michael Dell 🇺🇸 @MichaelDell]

First financial statement for @Dell. The one I used to convince my parents that it was OK for me to not go back to college

[Steven Thurlow @stevethurlow]

A good brand going to ruin #britishairways - early for flight but not allowed in lounge #cxfail

[Steven Thurlow @stevethurlow]

A good grand going to ruin #britishairways - early for flight but not allowed in lounge #cxfail

[Steven Thurlow @stevethurlow]

@virginmedia claim 200, deliver 8 #fail @Ookla Speedtest resulhttp://www.speedtest.net/my-result/5928417856 #speedtest

[Steven Thurlow @stevethurlow]

Digital needs agile, agile drives collaboration.
Cultural shift is critical and non trivial @MartinPlace #verint16

[Steven Thurlow @stevethurlow]

Digital first and multi channel, they are connected - consistent and continuous for the customer @MartinPlace #verint16

[Clare Dorrian @ClareDorrian]

Just 64% of orgs ask customers for feedback about their interactions with a company says @forrester based on ANZ #cx index #verint16

[Steven Thurlow @stevethurlow]

3 types of customer loyalty - retention, enrichment, advocacy @TM_Analyst @forrester #verint16

[Steven Thurlow @stevethurlow]

Privacy and trust is more than a compliance issue - it is part of the brand @TM_Analyst #verint16

[Steven Thurlow @stevethurlow]

Data driven customer experience @TM_Analyst #verint16

[Steven Thurlow @stevethurlow]

#CCAGlasgow15 Emma from MBNA - Top #CX brands are also great places to work. Vision and engagement. #EmployeeEngagement

[Vala Afshar @ValaAfshar]

Transform or Die: @IDC's top technology predictions for 2016 #CIO #CMO https://t.co/3KIaktEHg6

[Steven Thurlow @stevethurlow]

#CCAGlasgow15 @benatipsosmori awash with so much data we can't make decisions - infobesity

[KANA Software @KANASoftware]

By 2020 @IDC believes that analytics will be one of the key drivers for the economic growth of any nation worldwide. https://t.co/QKI6NrMbKl

[Steven Thurlow @stevethurlow]

#CCAGlasgow15 @benatipsosmori Losing or mis-using data is bigger #CX failing than damaging the environment

[Steven Thurlow @stevethurlow]

#CCAGlasgow15 @benatipsosmori 70-90% concerned with use of their (online) information. Yet to resolve digital rules and norms,

[Steven Thurlow @stevethurlow]

#CCAGlasgow15 @benatipsosmori Is what we (companies) are doing with data cool or creepy?

[Steven Thurlow @stevethurlow]

#CCAGlasgow15 @AnneMarieCCA Raising the bar in customer experience. Everyone can effect change that benefits customers.

[Vala Afshar @ValaAfshar]

Breakdown of $1.3 trillion tech spend for digital transformation 2015 @IDC @Craw #CIO #CMO