Customer Experience Matrix
APRIL 1, 2020
More surprising but prescient, given Amazon's labor troubles : just 42% felt confident that Amazon could get their online orders delivered on time. More social media consumption was one answer, with Facebook and Youtube heading the list. They also expected business to protect their workers and local communities.
Customer Experience Matrix
DECEMBER 13, 2020
walled gardens (Facebook, Google, Amazon) face increasing competition from walled flower pots – that is, businesses with less data but a similar approach. Compilers like Neustar and Merkle are also entering the business. shoppable video is growing rapidly. shoppable video is growing rapidly. remote work is here to stay.
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Customer Experience Matrix
AUGUST 21, 2018
I’m referring to is the backlash against big tech firms – Google, Amazon, Apple, and above all Facebook – that have relentlessly expanded their influence on everyday life. Facebook reinstated social monitoring vendor Crimson Hexagon despite concerns that government agencies were using it to monitor public activities.
Customer Experience Matrix
NOVEMBER 18, 2018
But the broader interest in taking social positions is intriguing precisely because the B Corps have been exceptions to the conventional wisdom that businesses should avoid controversial issues. Again, the problem is most severe for Facebook, whose own employees are increasingly concerned that it is doing more harm than good.
Customer Experience Matrix
DECEMBER 1, 2017
In no particular order, things I didn’t quite expect this year include: - pushback against the walled garden vendors (Facebook, Google, Amazon, Apple, etc.) Did you know that Amazon accounted for more than half of all Black Friday sales last week?) onboarding”) are part of this too. growth in voice interfaces. Bosh, I say.
Customer Experience Matrix
JULY 3, 2017
I’m still chewing over the role of “walled garden” vendors including Google, Amazon, and Facebook, and in particular how most observers – especially in the general media – fail to grasp how those firms differ from traditional monopolists. It starts with Amazon in 1994, intercepting buyers before they can reach a physical retailer.
Customer Experience Matrix
JANUARY 9, 2017
If it weren’t the print edition, I would have sworn today’s New York Times business section had been personalized for me: there were articles on self-driving cars , virtual reality , and how “ Data Could Be the Next Tech Hot Button ”. Will they allow private business to manage the personal reality of their citizens?
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