customer journeying

When Brooks embarked on an initiative to organize its data last year, it was ready to sprint. But a year into the project, the running shoe brand was still nowhere near the finish line. “It was just going so slowly,” said Mark McKelvey, the company’s VP of information technology. Granted, Brooks had a lot of […]

In April, Verizon joined the ranks of Apple, Samsung, Citi and other enterprises when it hired its first chief customer experience officer. For the role, it tapped Disney and Capital One alum Scott Zimmer to help connect the dots between all channels that Verizon consumers come across. Unlike CRM, which originated in the late ’90s […]