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My Conversation with Oracle on Customer Experience Management

Oracle CorporationI recently talked to John Foley (Director, strategic communications) of Oracle Corp. about the field of customer experience management (CEM). In our conversation, we touched on a few topics that I cover in more detail in my new book, TCE: Total Customer Experience: 1) the difference/similarities between CEM and CRM, 2) the marriage of Big Data and CEM and 3) taking a holistic approach in understanding your customers.

John provides an excellent summary of our conversation in a new post on Forbes, Customer Experience: Will Your Company Pass The Toothbrush Test?

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