Esteban Kolsky is the Principal and Founder of ThinkJar, an advisory and research think-tank focused on Customer Strategies. He has over 25 years of experience in customer service and CRM consulting, research, and advisory services. Most recently he spent eight years at Gartner, focused on Customer Service and CRM research. While there he coined the terms for EFM (enterprise feedback management) and CIH (customer interaction hub). In addition, he researched and wrote on the social networking topics that led to today’s revolution and assisted Fortune 500 and Global 2,000 organizations in all aspects of their CRM deployments.
Biography
Esteban Kolsky Content
The Chief Marketing Technologist title is a relatively new addition to most organizations. In this episode we discuss this role and how marketing is evolving in regulated industries.
Modern organizations must consider their relationship to customers, including the possible universe of digital touch points. Although analyzing customer experience with journey maps offers a traditional approach, we should evaluate whether this method is sufficient for today's digital enterprise.
Some might say the problem is the enterprise software industry has gone "all Spock." What’s the remedy? Engage with customers and create engaging solutions.
Esteban Kolsky is the Principal and Founder of ThinkJar, an advisory and research think-tank focused on Customer Strategies.He has over 25 years of experience in customer service and CRM consulting, research, and advisory services.
Top analysts Ray Wang, Esteban Kolsky, and Louis Columbus discuss key issues in enterprise software. The show is fun and exciting, presenting enterprise issues in a new way.