Research Library

Customer's New Voice

Presented on 14 May 2015 at the LEF Executive Forum, Washington, USA.

Companies have spent countless billions on transaction systems, CRM systems, Data Warehouses and now Predictive Analytics that seek to sift through vast amounts of data to 'infer' what the customer wants. 

But while such Big Data projects will continue to deliver important value, modern technologies suggest that more direct, small data solutions may often prove more effective.  If companies can establish the required level of trust, many customers are now willing to tell us directly what they want and when they want it.  Drawing on the many examples in his recent book, John will show how leading companies are establishing direct customer communication, while building the trusted communities needed for effective company/customer co-creation.


01 David Reid – Introduction

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