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Branding the Experience or Experiencing the Brand: What Strategy Works Better for You?

“Strategy… that game plan you choose to achieve your desired results. Selecting the right strategy makes all the difference to the outcome.”
There is one key question that I get all the time as I help business leaders design, implement and measure their customer experience. Should they brand the experience or experience the brand? Which way […]

By |September 19th, 2015|Article|

Why is CRM Not Enough for Customer Experience Management?

Customer Relationship Management (CRM) is an important tool to capture, analyze and make use of your customer data for every business, be it big or small. With cloud computing and technology advancements there are many CRM options to consider and almost all of them are combined with marketing campaigns, sales automation, accounts and many other […]

By |September 19th, 2015|Article|