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Jeremy Cox, Ovum

Jeremy Cox is a Principal Analyst, Customer Engagement at Ovum As part of Ovum’s Customer Engagement team, Jeremy leads the research and insights into CRM and its potential for spearheading customer-driven business transformation (the customer-adaptive enterprise). With over 15 years’ CRM strategy development and implementation experience, on the inside (IBM) and as a consultant, he is well placed to support enterprises on their next-generation customer transformation journey.

Jeremy joined Ovum in July 2012, and quickly established the broader customer-adaptive enterprise context, identifying eight core attributes that organizations need if they are to be persistently relevant to their customers: leadership, an engaged workforce, collaborative, sensing capabilities to generate insight and foresight, a superior customer experience, continuous innovation, connected and frictionless processes, and an adaptive enterprise architecture.

He has written many papers on transformational CRM, the customer-adaptive enterprise, harnessing the voice of the customer to drive continuous improvement in the customer experience, and innovation management.

Prior to joining Ovum, Jeremy ran his own transformational CRM consultancy supporting enterprises in both the public and private sectors, with clients such as The Pensions Regulator, The North West Development Agency, HP, Microsoft, Carlson Wagonlit Traveler Services, Pitney Bowes, Honeywell, Eli Lilly, and mid-market firms including Goldsmith Williams Solicitors, Camps Solicitors, and Hurst & Co Accountants.

He was also a principal consultant CRM at KPMG Consulting, and held various CRM internal consulting roles at IBM during the transformation years of the mid to late 1990s.

Jeremy co-authored “Mid-Market CRM” with Professor Francis Buttle FCIM and has spoken at various European conferences on CRM as a transformational business strategy enabled by IT, and what it takes to become a customer-adaptive enterprise.

He has a masters degree with distinction from Manchester Business School in strategic market management and CRM.

Ovum Analyst Jeremy Cox highlights that organisations need to walk before they can run, to be able to create a true omni-channel experience. Winning and keeping customers for life is what CRM was supposed to deliver but seldom did. Right at the top of many a CEO’s agenda is the imperative to create a differentiated and compelling environment for...Full Article »