Mark Pendolino

Mark Pendolino is the Director of Marketing at PTP, overseeing the creation of customer experience content focused on helping organizations discover best practices for evolving the customer journey. Prior to PTP, Mark managed teams for companies such as Microsoft, Smartsheet, Fujitsu, and Parsons Brinckerhoff. Mark holds a master’s in Communication in Digital Media from the University of Washington, and a bachelor’s in Technical Communications from Metropolitan State University of Denver.

PTP-Bridging CRM and CCI

How Integrating Your Content Center with CRM Bridges the CX Gap

Enterprise CX / By

Contact centers are largely Omni channel today, which means that customers can get in touch using not just the phone but also various forms of web and mobile-based applications like email, chat, and social media. Telephony and web infrastructure are major concerns in contact center management, but so is the access to information in delivering

How Integrating Your Content Center with CRM Bridges the CX Gap Read More »

How and Why CMOs Need to Use Data Science to Improve the Customer Experience

CX Strategy, Enterprise CX / By

Customer experience (CX) is how brands have to differentiate themselves today. It’s what ultimately matters not only for attracting new customers, but also for customer retention. After all, it is far more difficult and expensive to find new customers than retain the ones you already have. While there are several aspects of CX that come

How and Why CMOs Need to Use Data Science to Improve the Customer Experience Read More »

Millennials

The Millennial Customer Experience: Engaging and Communicating with the Social Media Generation

CX Strategy / By

Millennials are the largest generation in American history. Roughly 80 million strong they currently represent about 25% of the entire population. With such massive power as consumers, it’s no surprise that Millennials are completely changing customer experience design and influencing companies – in all departments – to make considerable changes both as business leaders and what they expect as consumers.

The Millennial Customer Experience: Engaging and Communicating with the Social Media Generation Read More »

What’s the Difference Between CEM and CRM, and How Can They Work Together For My Business?

Enterprise CX / By

Customer experience management (CEM) and customer relationship management (CRM) are not one in the same. While both concepts are crucial elements of keeping your customers happy, and have technological solutions for gaining insights on your customers through the power of data, they are different as it pertains to managing your customer and prospect base.

What’s the Difference Between CEM and CRM, and How Can They Work Together For My Business? Read More »