The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders.
William Perry, emeritus professor of management science and engineering at Stanford University, explains how employee ownership of his early startup, ESL, resulted in a positive workplace culture. “To succeed, the leadership of the company has to identify and associate themselves with the customers’ problems,” the former U.S. Secretary of Defense tells interviewer Steve Blank.
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.
NVIDIA started as the first consumer 3D graphics company in 1993 and met over 200 competitors in a few years, reports its co-founder Jensen Huang. Yet today the company is the only remaining player in that sector, despite the deep pockets and global spread of others who possessed quality talent and technology. Huang attributes a pursuit of insatiable technology, despite the price, that delivered even more than the customer requested or needed, for their decades-long market endurance.
Most advertising agencies and consumer product companies rely heavily on demographic data to segment customers and drive marketing and communication efforts. But often this consumer research data doesn’t capture the essence of what motivates those groups. One answer to this shortcoming is to design detailed archetypes or personas to help them better understand and empathize with those consumers.
Chat to any major ingredients supplier at a trade show and you can expect to hear liberal use of buzzwords from ‘partnership’ and ‘collaboration’ to ‘open innovation’ says BASF’s Samy Jandali. But he insists that the company walks its talk when it comes to open innovation.
In a slow or no-growth environment, we know successful innovation is absolutely essential for companies to establish and maintain a competitive advantage. While that may be yesterday’s news, achieving it is hard work. How can you achieve high value from your innovation initiatives? In this article Adi Alon discusses four key success factors that can help you get a higher return on innovation.
One thing that defines a strong, innovative company in the future is the interaction it has with its stakeholders and in particular with its customers. Not many companies do this as well as Lego as you can tell from the below impressive list of fan communities, market places and more. Dive in and get inspired…