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

Using people analytics to drive business performance: A case study

A quick-service restaurant chain with thousands of outlets around the world is using data to drive a successful turnaround, increase customer satisfaction, and grow revenues. People analytics—the application of advanced analytics and large data sets to talent management—is going mainstream. Five years ago, it was the provenance of a few leading companies, such as Google … Continue reading Using people analytics to drive business performance: A case study

How silos are preventing a seamless customer experience

It makes sense right? Structure your organisation into the parts that belong together. Digital with digital, direct customer contact channels with direct customer contact channels, mobile with mobile, web with web, silos within silos. But guess what? Your customers don’t care how your organisation is structured. At every touch point when they need something from you, all … Continue reading How silos are preventing a seamless customer experience

Queue Experiences that are Distinctive, Memorable and Shareable

Customer service that’s quick, easy and convenient has been shown to boost customer satisfaction. So it’s an odd juxtaposition that customer queues have become a sharable customer experience. In our always on, have-it-now culture, long and tedious waiting to be served or goods to arrive, erodes customer experience and negatively impacts customer satisfaction. Amazon With … Continue reading Queue Experiences that are Distinctive, Memorable and Shareable