Using #insights to deliver customer satisfaction

By the year 2020, Walker Information’s Customers 2020 Report predicts that customer experience will be the number one competitive differentiator for brands. Customers 2020: The Future of B-to-B Customer Experience  In addition, by 2020, 88% of chief marketing officers (CMOs) and senior marketing executives believe they will own the end-to-end customer experience. To be successful, marketers must rise to … Continue reading Using #insights to deliver customer satisfaction

Your #digital #experience technology strategy starts with a #customer journey map! Download (after registration) Complimentary Report Excerpt

Digital experience strategy shapes the technology you need — an investment that can take five years and cost between $20 million and $200 million. To help define the strategy, IT professionals may consider following the lead of customer experience teams: 1) Start with a customer journey map. 2) Apply cloud-hosted, mobile-first, and insights-driven thinking. 3) … Continue reading Your #digital #experience technology strategy starts with a #customer journey map! Download (after registration) Complimentary Report Excerpt

Machine learning based video: the roi of CX

Customer experience (CX) has been a hot topic for a number of years now, with global brands like Airbnb and Apple setting the standard (and expectations) for what customer experience should look like. As a result, CX – or ‘how customers perceive their interactions with your company’, as Forrester defines it – has become a primary focus for businesses. … Continue reading Machine learning based video: the roi of CX

Forrester – Lead with a Scaled Design Thinking Mindset (download possible)

https://twitter.com/DTAcademyLondon/status/893014839009869824 Overall SAP comes across as a design leader, and Forrester analyst Ryan Hart writes how SAP BUILD helps organizations scale design thinking while sitting on top of SAP Cloud Platform. The report includes BUILD screenshots and references how SAP and the Hasso Plattner Institute of Design have frameworks and methodologies to foster innovation https://issuu.com/fredzimny/docs/a8723149-c57c-0010-82c7-eda71af511f … Continue reading Forrester – Lead with a Scaled Design Thinking Mindset (download possible)

17 stats that show why CX is so important

Customer experience (CX) has been a hot topic for a number of years now, with global brands like Airbnb and Apple setting the standard (and expectations) for what customer experience should look like. As a result, CX - or ‘how customers perceive their interactions with your company’, as Forrester defines it – has become a … Continue reading 17 stats that show why CX is so important