The Truth about Customer Experience Management

Published on 23 May 2013 by in Thought Leadership

For the past thirty years I have sold and delivered enterprise business solutions. Over the course of a career spanning multi-national software giants and my own software solution businesses, I have endeavoured to always ‘do the right thing’. I know of no better axiom in life.

With this in mind, it’s frustrating to see the industry creating deliberate hype and confusion to ship products. Initially, I accepted the approach as simple ‘marketing hype’. But, it is not. It’s serious and shameful.
The industry thrives on creating deliberate misunderstandings and I am increasingly disillusioned by the calculated nature of this confusion. The telecoms, utilities and financial services sectors cannot get away with mystification and miss-selling. Why should the IT industry be any different?

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