The end of 2024 is upon us. In our home market, the December period is a time for end...
Author Archives: Trent Rossini
Your Traditional CX Program is Designed to Fail
This past week was a good one for inQuba. We were fortunate to be awarded four Assegai awards at...
How to Avoid Being Dumped by Your Customer
I have been pleasantly surprised by the response to the first newsletter and engagement in the content. Given that...
ROI Centric Marketers
As mentioned in last week’s newsletter, I am grateful to the community that has signed up to this newsletter....
Why Journey Maps Fail to Deliver Journey Management
Another week down and the world is a very different place with announcement of the American Election. Some feel...
Why Faking it Leads to Poor ROI
I have been in the journey orchestration industry for several years and every day we have the opportunity to...
Visualising Context
by Trent Rossini, First published by TIBCO blog, May 10 2016While CX has evolved over the past decade, and practitioners have turned CX into a science, the industry has not learned how to use the data it so readily...
Architects of Addiction: Engineering Customer Centricity the Cyclists Way!
It has taken some time but I have finally come to terms with the fact that I have a chemical dependence. It is a stark realisation but in many ways allows me...
Goldfish Customer Experience
In any conversation, when describing a person that has a very short memory, people often refer to “goldfish” memory on the basis that the only way a gold fish can survive the boredom of a goldfish bowl is by having...
Not all Engagement stays in Vegas…Caribbean Cruising, the Obama campaign, to the Kaggle effect!
I have recently spent a week at the annual TIBCO user conference in Las Vegas. This is an annual opportunity to catch up with what is happening in the world in terms of how businesses are using technology to both...