Lisa Loftis

CONTRIBUTING AUTHOR

Pittsburgh

COVERS

Customer Experience, Digital Marketing

Lisa is a Principal on the Global Customer Intelligence Team at SAS, where she focuses on customer intelligence, customer experience management and digital marketing. She is co-author of the book, Building the Customer Centric Enterprise.”

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Lisa's Recent Articles

Phygital: A Confusing Neologism for a Very Real Problem Jan 26, 2023
CX Is Changing. Is Your Martech Changing With It? Jul 26, 2022
Do You Have the Traits of a CX Leader? Apr 20, 2022
A Deep Dive on a Customer Experience Priority: Customer Understanding Feb 3, 2022
TRUE: Marketers Should Have Seen This Coming Nov 29, 2021
The Perfect Storm Propels Personalization Into Must-Have Status Oct 28, 2021
Getting to the Heart of Data-Driven Experience Optimization Sep 10, 2021
Money and a Mandate Aren't Enough for Great Customer Experience Jul 20, 2021
Now You See Me, Now You Don’t: Navigating the Cookie-less World Apr 27, 2021
Bringing the 'Customer' Back Into Customer Experience Apr 1, 2021
Immersive Experiences: Be There or Be Left Behind Feb 22, 2021
Loyalty Without Trust: A Long Walk Off a Short Pier Dec 2, 2020
Humanizing Automation in CX: A Delicate But Essential Balance Oct 29, 2020
Empathy Fuels Today's VoC Programs Sep 29, 2020
Curiouser and Curiouser – Drawing the Line Between DXP and CDP Aug 21, 2020
Where Customer Experience Goes, Governance Must Follow Jul 16, 2020
Omnichannel Through the Eyes of the Customer and Its Impact on Martech Jun 15, 2020
Beyond CDP or Bust: The Looming CDP Reality May 11, 2020
Customer Loyalty: Understated and Overestimated Feb 25, 2020
Customer Trust: Are We Experiencing an Existential Crisis? Jan 22, 2020
The Jury Is in on the Future of Customer Experience Nov 20, 2019
Leap Into the Future: Shape Customer Journeys With Context Oct 17, 2019
Decisioning – The Only Way to Accelerate Analytics to Value Sep 23, 2019
Innovation and Alignment: A Customer Experience Leader’s Harmonic Convergence Aug 12, 2019
Beyond the Campaign: Times They Are A-Changing for CMOs Jul 8, 2019
The Data-Driven Organization Is an Endangered Species Jun 7, 2019
Measure Twice, Act Infinitely – As if Your Customer Experience Depends on It May 6, 2019
Tread Carefully with CDPs to Avoid the 'Trough of Disillusionment' Apr 10, 2019
Drawing a Line Between VoC, Customer Experience and Customer Analytics Mar 11, 2019
The Age of Ask – Alexa, Are We There Yet? Feb 11, 2019