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The Total Customer Experience: How Oracle Builds their Business Around the Customer

Oracle stands as a great example of a company that builds their business around the customer. In my new book on customer experience management (CEM), TCE: Total Customer Experience, I dedicate a chapter to Oracle's CEM approach. In this inside look into how one major enterprise structures their CEM program, I explore how Oracle puts […]

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New Book, Total Customer Experience, Now Available on Amazon

My new book, TCE - Total Customer Experience: Building Business through Customer-Centric Measurement and Analytics, is now available on Amazon.com.  The book, available in both a Kindle edition and a paperback edition, contains research-supported insights on the proper use of customer-centric measurement and analytics that will help businesses improve the customer experience and increase customer loyalty. About […]

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