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What’s real in real-time customer experience?

March 12, 2014

We live in a world of instant where email may very well be considered the new snail mail. I’d be the first to admit too that I fit quite firmly in that group of customers who demand answers and demand them now. Edison Research tells us that “42 percent of customers who use social media for customer service expect to receive a response within an hour and 67 percent expect same day answers.” How do organizations keep up with customer demands and shift their marketing initiatives, customer service and sales efforts to meet the demands of customers? Where does real time fit in today’s customer experience?

In our next #CXO Twitter chat, guest Sanchit Vir Gogia (@s_v_g), chief analyst at Greyhound leads the conversation as we discuss "What’s real in real-time customer experience?" I will be leading the chat using Twitter handle @IBMbigdata and you can join easily using Tweetchat, where the hashtag #CXO is automatically appended to each tweet you send during the chat, streamlining the chat process.

Below are the questions we’ll be discussing as well as reference articles to help inspire the March 17th #CXO Twitter chat at 12 noon EST. Join us!

#CXO chat discussion questions

  1. What is the difference between real time and customer time?
  2. Does real time always mean the right time?
  3. How can organizations get customer time right?
  4. With customers defining real time, how should companies manage the experience?
  5. Can real-time decisions be trusted? Why or why not?
  6. Many organizations say "I don’t need real time"; is this true? Explain.
  7. How is real-time analytics different fromdecision management?
  8. How do businesses succeed at real-time analytics without breaking the bank?

#CXO chat reference articles:

#CXO Chat Guest:

Sanchit.jpg

Sanchit Vir Gogia (@s_v_g) is the chief analyst and CEO of Greyhound Research, an independent IT and telecom research and advisory firm. He also serves as Founder and CEO of Greyhound Knowledge Group that operates under four brands: Greyhound Research, Greyhound Sculpt, Greyhound Technocrat and Greyhound Neo.

Sanchit is a highly recognized and reputed IT analyst, consultant and advisor. He is also the author of the famous blog, As Disruptive As IT Gets that has readership from over 100 countries. Sanchit's blog has been rated as one of the 50 Must-Read IT Blogs of 2013 across the globe!

What is #CXO chat?

#CXO chat is a weekly conversation every Monday at 12 Noon EST/5 p.m. GMT, on Twitter. Each week we discuss a different customer experience optimization topic.

How do you join in?

If you use a Twitter client like Tweetdeck, HootSuite or Seesmic Desktop, create a search column for the term/hashtag "#CXO" and then, as we tweet with the #CXO hashtag, all tweets tagged with "#CXO" will show up in your column. You can also follow with Tweetchat and it automatically adds the #CXO hashtag.

How do you participate?

Just jump right in! Review the discussion questions posted to prepare your thoughts and answers. When the question is posed, begin your response with A1: for question 1, A2: for question 2, and so on. No answer is wrong! We look forward to seeing you at the #CXO water cooler hosted by @IBMBigData.

Follow the hashtag #CXO throughout the week for articles, facts and nuggets on customer experience optimization. You can also continue the discussion on LinkedIn in the Customer eXperience Optimization group on LinkedIn.