voice of customer

  • rebuild-personas-according-to-your-next-product-innovation

    Rebuild Personas According to Your Next Product Innovation

    January 5, 2017 | By: | In: Enabling Factors, Strategies

    Using personas in your design thinking framework is important, but are the results satisfying and clear? In this article, Product Innovation Manager Alex Igor Sanghikian discusses the Adjacent Possibilities framework for product management. By exclusively focusing on your persona’s one main need and trying hard to fulfill that need with your product, you can build the next feature with a more focused vision.

  • how-is-crowdsourcing-uniquely-beneficial-to-technologists

    How is Crowdsourcing Uniquely Beneficial to Technologists

    November 7, 2016 | By: | In: Strategies

    Innovation proves vital for companies across industries, but carries key importance in the technology field. Mainstream perception of the tech industry conjures illustrations of cutting edge, never-before-seen products poised to disrupt and revolutionize daily lives.

  • 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.

  • stanford-video-clip-company-culture-customer-care

    Company Culture and Customer Care

    June 1, 2016 | By: | In: Videos

    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.

  • 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.

  • Stacked Freshly Baked Bread

    Open Innovation: Lego and Bagels

    December 16, 2014 | By: | In: Strategies

    Arguably, the principle of Open Innovation was utilised for the first time by Professor James Murray in 19th Century Oxford, England. In the time that has passed since then, this concept has become infinitely easier to implement thanks to the development of Innovation Management technology, however some companies are yet to wake up to its potential.

  • Your Consumer and the Innovation Equation – Why They May Not Be Involved Enough

    Your Consumer and the Innovation Equation – Why They May Not Be Involved Enough

    August 26, 2013 | By: | In: Strategies

    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.

  • Are you REALLY Innovating?

    Are you Really Innovating? Five Signs You Might Be Faking It

    July 22, 2013 | By: | In: Organization & Culture

    This article challenges companies to take an honest look in the innovation mirror to determine whether they’re truly making it or perhaps faking it when it comes to bringing innovative products and services to market. Consider this a simple litmus test to self-diagnose.

  • silence-the-voice-of-the-customer

    Silence the Voice of the Customer

    June 25, 2013 | By: | In: Life Cycle Processes

    Innovation is successful when it targets customers’ needs, but how sure can we be that this is something we can predict effectively? In this article Tony Ulwick argues that the traditional voice of the customer methodology is the wrong tool to determine customer needs. Tony presents an alternative methodology that makes it possible to determine all the needs of a given customer group.

  • Coca-Cola-Is-Accelerating-Its-Social-Maturity

    Coca Cola Is Accelerating Its Social Maturity

    September 2, 2011 | By: | In: News

    Coca Cola is taking its Social Media efforts one step further. The brand is going to hire an agency that will mine Social Media data to understand what customers are saying about the brand and looking for. It’s an attempt to consistently understand the Social Web and benefit from it for the different brands, supply chains and so on.

  • how-to-create-compelling-brand-experiences

    How to Create Compelling Brand Experiences

    June 27, 2011 | By: | In: Life Cycle Processes

    Crafting design strategies that result in truly compelling brand experiences, products and services demands a change from traditional methods. It requires a more creative and iterative design approach, which is optimized towards identifying real human needs and addressing them with meaningful experiences. Paul Noble-Campbell delves deeper into five critical keys to uncovering those true success drivers.

  • Henrik Pålsson

    Innovation and Customer Insight at Ericsson

    October 5, 2009 | By: | In: Life Cycle Processes

    A desire to act as a bridge builder between technology and people has taken him from Sweden to New Delhi where he now heads Ericsson ConsumerLab Asia Pacific, a unit within the Ericsson Group that gathers in, processes and analyses data on end consumer needs. Their surveys are based on a cross section of the world’s population in all parts of the world.

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