EDITORIAL
Elizabeth Glagowski
Editor-in-Chief, Customer Strategist 203-989-2191
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Mila D’Antonio
Editor-in-Chief, 1to1 Media 203-989-2187
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Thomas Hoffman
Executive Business Editor 203-989-2194
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Judith Aquino
Senior Writer 203-989-2211
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Anna Papachristos
Staff Writer 203-989-2192
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Vicki Hirsch
Proofreader
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Creative
Amy Unikewicz
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SENIOR ADVISORS
Don Peppers,
Founding Partner
Martha Rogers, Ph.D.,
Founding Partner
Marji Chimes,
Vice President Marketing/Media
Mounir Ariss,
Managing Partner
Keith Gallacher,
Executive Vice President, TeleTech
EDITORIAL ADVISORY BOARD
Dave Frankland,
Principal Analyst, Forrester Research
Jim McCann,
CEO, 1-800-Flowers.com
Scott Nelson,
Managing Vice President, Gartner
MARKETING
Michael Dandrea
Group Publisher 203-989-2204
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Susan Tocco
Marketing Specialist 203-989-2205
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Volume 7, Issue 3 Customer Strategist is published four times per year by Peppers & Rogers Group. Editorial office: 1111 Summer St. 5th Fl. Stamford, CT 06905 Tel: 203-989-2200; fax: 203-989-2201; www.peppersandrogersgroup.com
©2015 Peppers & Rogers Group. All rights reserved. 1to1 is a registered trademark of Peppers & Rogers Group, registered in the U.S. Patent and Trademark Office. Postmaster: Send address changes to above address. For additional subscription information, call 203-989-2205.
Our Mission
The Customer Strategist aims to provide executives with insight they can use to build more profitable customer relationships. The journal facilitates learning and action by presenting progressive thought leadership, access to Peppers & Rogers Group’s proprietary consulting methodologies, and in-depth research on customer value management, loyalty, and related customer strategies that readers can harness to create a long-term, sustainable competitive advantage.
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Peppers & Rogers Group is a division of TeleTech Holdings, Inc.
Customer experience extends its reach around the globe
Experts featured in this issue…
Customer experience extends its reach around the globe
Experts featured in this issue…
“An individual’s ‘journey’ is rarely linear, looking something more like The Flight of the Bumble Bee.”
Martin Longo
Chief Technology Officer, Revana
Tempe, Arizona
“...The site is smart enough to understand [customers’] buying patterns, and that’s where the personalization takes over.”
Sadaf Kazmi
Vice President of B2B eCommerce Sales, Staples
FRAMINGHAM, Massachusetts
“No matter how much we automate or which tool we incorporate, there is a strong human element about personalization, which must be fulfilled by very capable people.”
Elif Satıroglu
Vice President of Strategy and Business Development, Boyner Group
Istanbul, Turkey
“I anticipate that we will have better leaders at an earlier stage of their career.”
Nadia Sardella
Talent Program Manager, Lend Lease
Sydney, Australia
“For as much coaching as you’re doing, chances are your employees want more.”