Post-forum thoughts (one analyst's perspective)

Jon-Browne

[Posted by Jonathan Browne]

How did you like our Customer Experience Forum? Did you come participate in person at the event in New York? Or did you see some of the presentations that we offered as a live stream?

On my way home from New York, I met a friend at LaGuardia airport for a coffee and I enthused about the event to him. He leant forward as if to let me in on a secret: "There's a company that I deal with, that always delivers an excellent customer experience - and you've probably never heard of it."

He proceeded to tell me that three generations of his family rely on USAA for all their financial needs. Boy, was he surprised when I told him who I'd been speaking with earlier... :

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But is it art?

Jon-Browne [Posted by Jonathan Browne]

I'm noticing more and more "word clouds" in company reports and other business documents:

.Forrester Blog Wordle Portrait 

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