Jeremy Cox MA DipM

Huddersfield, United Kingdom, West Yorkshire United Kingdom

Principal Analyst Customer Engagement Practice at Ovum

Technology / Software / Internet

Key areas of research: Customer-Adaptive Enterprise - Omnichannel CX - Continuous Innovation - Evolution of CRM Customer-Adaptive Enterprise which is deliberately persistently relevant to its customers. It can sense, anticipate, respond and adapt at the right frequency to create and maintain this customer relevance. 8 attributes are required: 1: Visionary leadership that centers the organisation on the customer - purpose/values/empowerment. 2: Engaged workforce that buys in to that purpose 3: Collaborative across and beyond the enterprise - with customers and ecosystem of suppliers/partners 4: Acute sensing and sense making capabilities and well developed anticipation capabilities which...