4 Keys to Closing the Customer Experience Gap: A Study by HBR

Despite the rapid advances in digital and AI technology, most companies fail to deliver superior customer experiences. That's the conclusion of a recent report based on a survey of 680+ executives by Harvard Business Review Analytic Services. What to do about this widening customer experience gap? Respondents identified four characteristics of the 15% of organizations … Continue reading 4 Keys to Closing the Customer Experience Gap: A Study by HBR

IoT: Customer Experience Is The Product

The number of connected devices on the Internet will exceed 50 billion by 2020, this according to Cisco. By 2022, 1 trillion networked sensors will be embedded in the world around us, with up to 45 trillion in 20 years. The number of devices connected to IP networks will be three times as high as the global population in … Continue reading IoT: Customer Experience Is The Product

Customer Experience: Are Silos Still Tripping You Up?

In the world of digital marketing, the pursuit of complete integration is nearly as old as mainframes. However, as technological capabilities continue to evolve, the concept of complete integration takes on a whole new meaning—and a whole new level of importance. Companies today need to provide customers with a superior digital experience that is differentiated … Continue reading Customer Experience: Are Silos Still Tripping You Up?

Lead the charge to use data in every stage of your design process

It can be hard to change things. I know. I started writing about conversion optimization in 2007, when it wasn’t even big enough to be called “nascent.” It took many years of writing and teaching before people started asking for optimization services. But the alternative is to simply be a follower. If you’ve been working … Continue reading Lead the charge to use data in every stage of your design process

McKinsey The next stop for the apparel sourcing caravan digitization (report downloadable)

McKinsey’s biannual Chief Purchasing Officer (CPO) survey, first conducted in 2011, has delivered a comprehensive overview of the most important trends in apparel sourcing – including the need to balance cost, compliance, and capacity; navigating volatility; and exploring the growth opportunity in sourcing regions such as Bangladesh and East Africa. Our 2017 survey focuses on … Continue reading McKinsey The next stop for the apparel sourcing caravan digitization (report downloadable)