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The technological advancements in the past few decades and their swift adoptions have not only revolutionized the business world, but also compelled senior executives to think tactically about how to prepare their organizations in meeting the expectations of digital customers.
Continue reading Can experimentation unlock awesome ways of engaging customers?

Eduardo Silva

Eduardo has more than 16 years’ experience in the telecoms and IT industry, shaping next generation technology introduction and transformation. Currently leading Intense Technologies’ European region, he is invested in customers’ success with their digital customer experience to create more focused customer-oriented organizations.

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cohesive

Defining the Omni-Channel Experience

Your customers are everywhere: in brick-and-mortar stores, sitting at desktop computers at home, in the workplace, or on the go with smartphones and tablets. They connect to your business through personal contact, web sites, and social media. To meet your customer expectations and provide them a superior experience you need a cohesive approach to interact and allow them to communicate easily with you. This is the omni-channel experience that thrives in the digital age and with technology-savvy consumers.

When businesses think about Omni-channel they think about the problem from their point of view – to communicate their message to the customer consistently through multiple channels. Some fail to realize that Omni-channel is not about them, it is about the customer: what they wish to do, which way they want to do it, and how they wish to consume the information and the services the company offers.
Continue reading What about Omni-channel experience is going wrong today? How do we make it right?

Eduardo Silva

Eduardo has more than 16 years’ experience in the telecoms and IT industry, shaping next generation technology introduction and transformation. Currently leading Intense Technologies’ European region, he is invested in customers’ success with their digital customer experience to create more focused customer-oriented organizations.

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go-beyond-insights-from-bigdata

We all know that the ability to make quick decisions that will positively impact customer experience is critical in today’s ‘age of the customer’. Having a clear understanding of their demands and interests is crucial if you wish to get their mind share. Most companies have invested in big data technologies to help them derive insights to tailor personalized and context relevant experiences to their customers.

“In a Gartner survey of 437 members, the proportion of companies investing or planning to invest in big data is at 76%, 3 percentage points higher than 2014″

Continue reading Go beyond insights from big data, act on them to build business agility

Eduardo Silva

Eduardo has more than 16 years’ experience in the telecoms and IT industry, shaping next generation technology introduction and transformation. Currently leading Intense Technologies’ European region, he is invested in customers’ success with their digital customer experience to create more focused customer-oriented organizations.

More Posts - LinkedIn

Read more