If you are wondering what I have been up to lately, I thought I would put all the research I have published into one place. Here’s a list of Dr. Natalie’s completed and published research and soon to be published content! It ranges from IOT, Analytics, Big Data, Customer Experience, Leadership, Organizational Change Management, Storytelling, Collaboration, Digital Transformation, Social Selling, Social Media, the Cloud, Marketing, Sales, SaaS, IaaS, PaaS, DaaS, AI, Machine Learning, Innovation, Social Networks, Social Media Monitoring, Mobile, Customer Service and Customer Success Management….and a few things in-between…
IOT (The Internet of Things), Innovation, AI, Machine Learning, Analytics and the Cloud
• Digital Disruption: The Blind Spot That Could Sink Your IoT and CX Initiatives
• The Internet of Things Improves Customer Experience in Retail Supply Chain
• The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming
• Customer Experience IOT in the Automotive Industry-Upcoming
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Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics
• ROI Of Customer Service & Customer Experience
• How to Measure Customer Experience: Performance Management Maturity-Upcoming
• Case Study: Elaine Turner® Brand and Oracle Commerce, Marketing and Customer Service-Upcoming
• The Need for Inspiring Leaders to Orchestrate Customer Experience Initiatives-Upcoming
• Experience Management: How to Deliver Integrated Customer Experiences
• How Rackspace Creates the Next-Generation Customer Experience
• The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels
• Digital Imperatives for Omni-Channel Retail Customer Experiences
• Nine Pillar Of Successful Self-Service for Digital Customer Engagement
• 6 Pillars of e-commerce Customer Engagement
• 9 C’s of Customer Engagement – Delivery and Communication Styles: Channels, Content and Cadence
• 9 C’s of Customer Engagement – Right Time Drivers: Context, Catalysts, Currency
• How Delta Uses Microsoft Dynamics and Avanade to Create Next-Generation Customer Experiences
• How Microsoft Dynamics CRM Improves Productivity at Trek Bicycle
• Delta Uses Microsoft to Transform Flight Operations and the Customer Experience
• New Belgium Brewing Creates Great Customer Experiences Using Microsoft Dynamics
• Beyond Journey Maps, Delivering Mass Personalization at Scale
• The State of Customer Service and Support Evolves
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Social Media, Customer Service, CRM, Analytics, Innovation and the Cloud
• How General Motors Using Social Media To Listen To Customers and Sell Cars and Deliver Service
• The ROI of Online Communities: Online Communities Provide Value Beyond Call Deflection
• Why Top Marketers Create Branded Social Networks for Customer Engagement
• The State of Customer Service and Support Evolves
• ROI of Social Customer Service- Upcoming
• The Customer Service Playbook for Integration of Traditional, Digital, Social and Mobile Customer Service Strategies and Technologies-Upcoming
• Mobile Customer Service-Upcoming
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Digital Marketing, Analytics, Innovation and the Cloud
• Should the Chief Marketing Officer Oversee the Whole Customer Experience?
• Data-Driven Marketing Campaign Optimization
• VentureBeat: Should the CMO Run the Whole Customer Experience?
• Executive Brief: Can Brands Keep Their Promise?
• Oracle Moves Its Focus from the CIO to the CMO
• How to Staff the Team for Effective Content Marketing
• Marketing Funnels Are Dead, What’s Next?
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Digital and Social Sales; Commerce, Innovation, Analytics and the Cloud
• How Sales Leaders and Sales Reps Can Create a Social Selling Organization: Convert Average Sales Teams into Top Performers Using Social Networks
• Five Approaches to Drive Customer Loyalty in a Digital World
• Continuity of Customer Experiences Drives the Future of Commerce
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Customer Success Management, Analytics, Innovation and the Cloud
• The State of Customer Success Management
• Gainsight: Customer Success Management for a Post-Sale, On-Demand, Attention Economy
• ServiceSource: Customer Success Management for a Post-Sale, On-Demand, Attention Economy
• Bluenose: Customer Success Management for a Post-Sale, On-Demand, Attention Economy
• Totango: Customer Success Management for a Post-Sale, On-Demand, Attention Economy
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If you are interested in learning about any of these reports or research, a speech or webinar on any of these or related topics, please reach out to me here!
@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research
Covering Innovative, Customer-Facing Applications that Create Great Customer Experiences
