By Jeanne Roué-Taylor
To say marketing is in the eye of the storm may sound a bit overblown, but it’s an accurate analogy. Customer experience management (CEM), driven by Big Data, mobile, analytics, social media, and a host of other rapidly changing trends, are fundamentally shifting the game away from everything we knew just a short time ago. In the midst of so much change, the most important action to take first is to break down the components of change so that a clear marketing....