Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships.
To understand the impact of IoT on customer service you first need to know what it is. Briefly defined, IoT is a system of interrelated devices, digital machines, and objects that have unique identifiers. All these entities also have data transfer capabilities over networks without the need for human/human or human/computer interaction. In this article, we’ll explore how you can redefine and improve customer relationships through IoT.
Business Intelligence software is an essential tool for analyzing your company’s strengths and weaknesses. From inventory management, to accounting, to customer intelligence and beyond, there are many ways you can use BI software to inform your decision-making, increase operational efficiency, and gain a competitive edge.
Customer insight, data & analytics have become an integral part of customer experience. With constantly rising customer expectations and an increasing demand for a quicker service, more channel choice and a highly personalised interaction, the only way you can achieve all three of these and ensure you’re providing an excellent CX is by truly knowing your customers.
Given the difficulties in developing and working with metrics and measures for open innovation and ecosystems, I have pulled together some inspiration and insights from several articles.
Running a small business is not easy, especially when the small business is just starting out. Any misstep, even well-intentioned, can cause a serious setback. But have no fear! There’s a whole untapped squad of people out there ready to work for you for free! Here are three ways crowdsourcing is good for small businesses.
This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months and the digital transformation of organisations. Their annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016.
Where do great ideas come from? Obviously they come from many sources, which means that your systematic innovation process has to support and sustain multiple efforts at ideation in parallel. In the following article we will explore some promising ways that you may be able to find ideas that will take your own business forward.
Identifying (let alone creating) a new innovation that will dramatically grow your business is difficult. Line extensions and product / package refreshes will keep the business moving forward and engaged with consumers. But what about the breakthrough innovation that executives are expecting? Transformational innovation requires significant investment, risk taking, and preparation which can be a challenge to coordinate.
An innovation is a simple new solution for a relevant problem. That’s why at the start of innovation you should look out for relevant problems instead of ideas. But how do you find them?
Anyone has the raw capability to think of a great idea, but not everyone has the ability to bring ideas to fruition. It’s a process that requires vision, a strong handle on industry trends (both present and future) and risk takers willing to champion seemingly impossible feats. Most companies have innovators or teams of innovators with these qualities, but many don’t incorporate both customer feedback and customer observational research as key components for designing the next generation of product development. This article will explore the benefits of leveraging a customer-centric model to create more innovative, user-friendly devices that provide the support customers really need.
Booz&Co wrote in their article “The Social Life of Brands” on Strategy+Business that the value of a brand is linked with the relationships it has with its customers, creating and retaining them. For marketing, its fundamental task is managing these relationships. In a recent research by Gallup the results were striking, a 240 percent boost in performance was achieved when both employees and customers were enaged. This is exactly, in a highly technological driven business environment, digital innovation is the catalyst that improves engagement and provide means to manage relationships better, faster and in a cheaper way though digital.
Before any company attempts to leverage existing external networks for its open innovation initiatives, it must understand the existing levels of engagement in them and the various levels at which it can participate. This is important knowledge that will help a company develop the right tactics to get the most out of a network strategy.
Today, almost any B2B firm claims to be “customer-oriented”. However, only few firms have a rigorous and stringent system that integrates the “best” (B2B) customers into its innovation process – where “best” in this context is measured not by volume of sales but by contribution to the firm’s innovation. A lot of insight has been generated on how to engage consumers in the innovation process. There is also a growing body of knowledge about how to innovate openly on the R&D side of the innovation process. But little has been written up so far about how to systematically integrate B2B customers in the firm’s Open Innovation system. innovation-3’s Frank Mattes closes this gap by sharing some insights.
MIT fellow and author Michael Schrage says entrepreneurs are thinking about innovation all wrong. It’s not about transactions; it’s about transformation.