12 Top Choices to Read and Follow over the Holiday Season

End Year Blog E1513858645559

12 Top Choices to Read and Follow over the Holiday Season

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories:

Most blog engagement




These blogs have generated the most engagement from my twitter and LinkedIn communities:

  • It’s hard to believe that the Credit Crunch hit 10 years ago, and this blog considers 4 “seismic changes” that have resulted in the field of Customer Management, with versions specific to  B2B and B2C
  • Big data, analytics, AI and IoT continue to be hot topics, and in this 2-part blog I argue that customer data is the new marketing battleground, and that analytics are the new weapons guidance systems
  • There’s a lot of hype about the “omni-channel customer experience”, but to be frank most companies that I come across are still organised “multi-channel”. This blog “Talking Omnichannel But Organised Multi-Channel?” challenges us to be less siloed and short-termist in the way we’re organised.

Best independent blog content




Here are three independent expert blogs that are well worth regularly browsing for great insight and commentary in the world of customer management:

People to follow




I could easily give 103 (apologies to the other 100):





I’ve had the pleasure of working with these blue-chip organisations over the year and am very impressed with their cultures, all of which major on customer focus, innovation and inclusion:

  • IBM Watson Commerce – it’s been a privilege to be part of their Futurist programme
  • Nedbank – I have walked the customer centricity journey with this great bank for over a decade
  • SAS Software UK – it has been great getting to know this tremendous company this year


About the Author

Peter LaversPeter is an expert in relationship marketing and customer experience management. He directs the Customer Management arm of WCL, helping clients to develop new and innovative ways to find, engage and satisfy customers.

Number of posts: 40
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