customer experience management

  • applying_collaborative_innovation_to_agile_software_development

    How Business Intelligence Software can Help you Increase Operational Efficiency

    February 9, 2017 | By: | In: Life Cycle Processes, Strategies

    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.

  • the-new-race-for-business-model-evolution

    The New Race for Business Model Evolution

    December 22, 2016 | By: | In: Interviews

    Today we have the capabilities – and the increasing customer expectation – to have everything immediately available, easy to use or handle, but still totally tailored to each of us individually. We live in an age where personal tailoring on industrial scale is becoming the norm, not the exception. Michael Bednar-Brandt, Director Digital Transformation EMEA at Oracle, discusses the move from products to service models and how it has naturally started to impact business models.

  • current-trends-and-challenges-impacting-contact-centres

    Current Trends and Challenges Impacting Contact Centres

    August 2, 2016 | By: | In: Reports

    The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders.

  • report-global-state-of-cutomer-experience

    The Global State of Customer Experience 2016

    May 11, 2016 | By: | In: Reports

    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.

  • Flying Plane

    4 Ways Your Travel Brand Can Innovate with the Help of the Crowd

    February 15, 2016 | By: | In: Life Cycle Processes

    When you’re thinking about innovation in the field of travel and transportation, more horsepower, hydraulics, and fuel efficiency might come to mind. But with the pace of change increasing rapidly, it’s difficult to imagine how government organizations and private companies will be able to absorb some of the most exponential and impactful changes that are sure to come in the next decade.

  • Innovation Management from around the web

    How Domino’s Did an About-Face on Crowdsourcing and Customer Engagement

    December 12, 2012 | By: | In: Around the Web

    Several years ago, Dominos Pizza started out in the world of social media by being on the defensive, after employees from one store posted a highly-offensive video involving its pizzas on YouTube. In a surprisingly short time, Dominos has morphed into a highly social brand that invites customer input into all aspects of its food and store operations.

  • Illustration by Intersection Conculting

    Engagement Is Key to Business Performance: Digital Innovation as Catalyst

    November 23, 2012 | By: | In: News

    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.

  • Innovation Management from around the web

    Countering Customer Insurgencies

    October 23, 2012 | By: | In: Around the Web

    Can established customers ever become a threat to a business? Thanks to social and mobile technologies that make them “hyper-connected and super-empowered” they very well can. No longer passive audiences, they can organize to overturn even the most strategic initiatives. The result is a fundamental change that has put teams and board directors on high alert – a new dynamic called “customer insurgency.”

  • Depicting the Intent Behind Collaborative Innovation: the Grid

    Depicting the Intent Behind Collaborative Innovation: the Grid

    July 24, 2012 | By: | In: Collaborative Innovation

    Intent guides the practice of collaborative innovation. What problem do we want to solve? What possibilities do we want to explore? In introducing his blueprint for collaborative innovation, innovation architect Doug Collins suggested applying the Balanced Scorecard as a simple, visual approach to start the conversation around intent. Recent practice with clients has him revisiting this guidance. This article presents his latest thinking.

  • Watch video clip from Amazon Senior VP Diego Piacentini

    Work Backwards from the Customer

    June 19, 2012 | By: | In: Videos

    Stick to a vision and the company shall succeed, advises Amazon Senior VP Diego Piacentini. For Amazon this means adhering to founder Jeff Bezos’ original vision: Build a site where users can find anything they want to buy at the lowest price. To achieve this vision, Piacentini highlights Amazon’s dedication to building all code in-house, and safety measures to validate customer purchases.

  • Illustration by Anna Lena Schiller

    Part 6: Choice Navigation in Reality: A closer look into the Customization500

    May 14, 2012 | By: | In: Enabling Factors

    The customer’s experience and a feeling of achievement during the co-design process is vital to the success of a custom product. In part 3 of the Mass Customization Series, Dominik Walcher & Frank Piller explain why managers should look beyond the sheer technology and back office integration of configuration toolkits and also focus on delivering a great configuration experience.

  • Illustration by Anna Lena Schiller

    Part 5: Choice Navigation: Turning Burden of Choice into an Experience

    May 7, 2012 | By: | In: Enabling Factors

    When providing a customizable product how can a firm minimize the burden of choice and maximize the customer joy resulting from the co-creation process? In part five in this series on mass customization Professor Frank Piller explains how to turn choice complexity into customer experience and loyalty.

  • organization-innovation-harmony

    Does Your Organization Have Innovation Harmony?

    February 13, 2012 | By: | In: Organization & Culture

    Innovation is inherently multidisciplinary. Successful innovation requires harmony; that is, a high degree of communication, collaboration and cooperation. This article explores what is meant by innovation harmony and how to go about achieving it.

  • talking-about-a-revolution

    Talking About a Revolution

    January 24, 2012 | By: | In: Videos

    Citi Chief Innovation Officer Deborah Hopkins believes now is an incredible time for new companies due to the pace of cultural and technological change. As the head of Citi Ventures, Hopkins leads the banking firm’s efforts to invest in companies delivering disruptive technology products. Hopkins shares rules for revolutionary entrepreneurs and describes how Citi’s initiatives are shaped by empathy for customers and a commitment to sharing new ideas.

  • entrepreneurs-will-create-the-future

    Entrepreneurs Will Create the Future

    January 3, 2012 | By: | In: Videos

    In this keynote address from the Endeavor Entrepreneur Summit, serial entrepreneur and LinkedIn Co-Founder Reid Hoffman shares his views on the role of entrepreneurs in society and the impact they will play in the creating the future. Hoffman offers valuable rules of thumb for navigating the startup and entrepreneurial process, as well as answering questions on developing markets, customer experience and the reasons to take a company public.