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Executive Briefings

Illuminate Opportunities for Greater Customer Engagement

Customer engagement is the key to increased customer acquisition, retention and growth. However robust your current customer-facing activities may be, you know the competition is racing ahead and that you could be doing more. Spend half a day with ISM to review your current and/or planned customer engagement activities and discover actionable opportunities to achieve the next level of customer engagement.

We offer Executive Briefings in all of the following areas of focus:

Digital Transformation:

Business is changing at digital speed. Technologies and communication platforms that didn’t exist a few years ago are changing buyer behavior and altering the customer journey forever.  Executive briefing topics can include:

  • Digital sales, marketing and customer service Digital Transformationtransformation
  • eCommerce enablement
  • Omni-channel strategy


Data & Analytics:

Leverage information from traditional media as well as expanding digital sources to help you better understand your customers while profitably and proactively managing the customer life-cycle. Executive briefing topics can include:

  • Master data managementData Analytics
  • Customer segmentation,
  • Data quality management,
  • Predictive analytics,
  • Prescriptive analytics,
  • Data warehouses,
  • Data lakes, and
  • ETL tools

Digital Customer Communities:

Social media has changed the way customers buy products and services and changed the relationship they expect from their vendors. Users demand brand interaction. Executive briefing topics can include:

  • Private branded communities and/or public communitiesDigital Customer Communities
  • Knowledge management communities


Emerging Technologies:

Effectively leveraging Emerging Technologies can help create better products and services, engage more effectively with clients, significantly drive down costs and stay one step ahead of the competition. Executive briefing topics can include:

  • Mobile appsEmerging Technologies
  • Identity resolution
  • Internet of Things
  • Artificial Intelligence/Machine Learning
  • Wearables
  • Portals
  • Virtual and augmented reality
  • Personalized video
  • Addressable TV and
  • Other emerging technologies

Customer Relationship Management (CRM):

An optimal mix of three crucial components – people, process, and technology – is critical to any CRM initiative. Let us identify gaps and opportunities. Executive briefing topics can include:

  • Sales, marketing, customer service and call center enablementCRM Strategy & Implementation
  • Creating holistic customer profiles
  • Selecting CRM software
  • Negotiating with CRM vendors and VARs


Customer Engagement:

Customers can now engage brands across limitless devices and touch points. The customer journey has become non-linear and complex. Companies need to know which of their initiatives are driving results. Executive briefing topics can include:

  • Customer experience
  • Customer journey mapping
  • Customer success,
  • Omni-channel strategy




2-hour Executive Briefing customized to your organization’s unique needs, including:

  • Up to 8 hours of customization pre-work that often includes ‘ice-breaker’ interviews with key executives
  • Objective observations concerning merits and opportunities in your ongoing and/or planned customer engagement activities
  • The role of people, process and technology in automation initiatives
  • Common pitfalls and how to avoid them
  • The value in combining activities into an Engaged Customer Strategy
  • The importance of a metrics-based business case
  • A structured approach to new initiatives, including people, process and technology requirements and a timeline for implementation


  • Expert insight and thought leadership, based on more than three decades of experience
  • Alignment of the executive team to ensure successful customer engagement initiatives
  • A vendor-independent sounding board for your current strategic thinking
  • A pragmatic roadmap for developing and implementing your customer engagement efforts

To discuss an executive briefing for your business, call (301) 656-8448, or e-mail us at

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