My first digital clock wasn’t digital at all—it was a flip clock. But it had a small orange glow-light and the clarity of the digits made it super-easy to tell time accurately and consistently. That was mid 1970s. In 1979 I felt I hit the big time with my first calculator watch and distinctly remember … Read More
About Aaron Warnock
R. Aaron Warnock Ph.D established product planning and lifecycle management as G5’s initial Director of Product Mangement and is currently Chief Scientist, actively collaborating on R&D and Strategy. Previously he held director roles in product and business development at Coremetrics, Inc. (now a part of IBM Enterprise Marketing Management) leading the creation of digital marketing applications and partner technology solutions. Prior to Coremetrics, Aaron has been active in both high tech and biotech ventures, chiefly in strategic product development and marketing. Aaron's fascination with behavioral analysis originates from his previous career in biomedical research.
Aaron holds a SB (Biology) from MIT, a Ph.D (Immunology) from Stanford, and has authored numerous articles.
Don’t Leave Data Half-Baked
POSTED BY
| September 29, 2012
We’ve been discussing the recent explosion of interest in Big Data (BD), the relevance of data for customer experience management and outlining problems that can be encountered when developing new data-driven projects. Last time we touched on the value of refining data acquisition requirements pre-implementation, while today we’ll share thoughts on next steps post-acquisition. If … Read More
Solid Data Acquisition Strategies Save Time and Money
POSTED BY
| September 23, 2012
I understand the value of the Ready, Fire, Aim approach to some projects. Sometimes action is the priority, and you’re sure you’ll learn and refine once you gain some experience. But when it comes to using data to gain actionable insights, I strongly advocate developing your data acquisition strategy before you invest too much in implementation … Read More
Avoiding Big Problems with Big Data
POSTED BY
| July 25, 2012
It seems like everywhere you look someone is touting the promise of Big Data. The ability to access, capture and manipulate huge stores of information has given rise to metaphorical rhetoric and hype. Big Data is being peddled as the new Oil, the new Sugar, new Plastic, new Gold or Currency, the new Soil, the … Read More
Mapping the Customer Journey – Part II
POSTED BY
| June 7, 2012
In our last post, we discussed the benefits of a structured approach to understanding and optimizing the Customer Journey. A thoughtfully created Customer Journey Map provides a comprehensive overview of critical touchpoints, enabling you to plan your Experience Management strategy to inspire loyalty and create brand advocates. There is no single, perfect way … Read More
Mapping the Customer Journey – Part I
POSTED BY
| June 5, 2012
We’ve been blogging a lot about the business benefits of optimizing the customer experience to create advocates and establish an effective presence in the social, digital world. Much of the work required to achieve these goals involves the optimization of the Customer Journey. Only by deeply understanding your customers and how they interact with … Read More
Digital Experience Management – Glossary of Terms
POSTED BY
| May 16, 2012
You know how it is – you hear a song you like, and pretty soon it starts popping up all over the place. But what the heck is that one lyric? Unfamiliar language can be a barrier when you start to grapple with something new, even when the concepts resonate and the promise seems achievable. … Read More
An Experience-based Model for Service
POSTED BY
| May 7, 2012
In a previous post we outlined 10 key steps to begin building a comprehensive customer-centric experience program. Here we take a deeper look at the planning process, starting with an examination of service elements at key customer touchpoints. You no doubt already appreciate how certain interaction points are critical to lead capture and conversion, service … Read More
Jumping into Experience Management
POSTED BY
| April 26, 2012
Customer-centricity as a strategy for success is hot idea, but the idea itself is not new. Over 100 years ago, James Cash (J.C.) Penny built his retail empire with a well known commitment to the customer, and many have sought insight from his wisdom since then. A number of quotes attributed to this visionary demonstrate his … Read More
A New Life in the Digital World
POSTED BY
| April 5, 2012
Some think 2012 is the year of destruction, but maybe the Mayans only meant that the old way of doing business would be over. In this new era, the Age of the Customer, businesses must master customer engagement in an ever more digital world. Local businesses continue to grapple with the challenges of the … Read More
