• April 1, 2016

Experience the New Customer Landscape

This analysis by Frost & Sullivan is based on HPE’s approach, detailing how customer experience management should be driven by four major concepts:

  1. Generations C and D: Evolution of the connected consumer—generation C—to social-savvy brand promoters, generation D
  2. “Digital halos” and the Internet of Me: Marketing based on how consumers shift personas over time, based on the situation, and then acting on that information in real time
  3. Consumer experience analytics: Massive amounts of Big Data turned into small data that provides relative context for each consumer interaction at the right moment
  4. Brand as data custodian: This organization became a winning brand by treating customers’ social capital with the kind of reverence Swiss banks traditionally have for their customers’ financial capital.

Read this thought-provoking analysis.