I have been in the journey orchestration industry for several years and every day we have the opportunity to...
Author Archives: Trent Rossini
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...
The Truth About Customer Experience Management
Given the global slowdown and the competitive pressures that are prevalent in all markets, there is has been a rapid shift towards a focus on existing customers and ensuring that these customers...
The impact of Big Data on Customer Experience Management and Customer Engagement
Pick up any business publication and you will read articles about the impact of big data and how it is changing the world in which we live, making our world more certain and providing value to consumers that we never...
Secret Value of Loyalty Programs
The number of loyalty programs is rapidly increasing as the stalwarts of South African loyalty, including Discovery, eBucks, Clicks Club Card and Edgars Club dominate and grow. I am involved in many workshops with executives and there is a lot of debate on the...