We all are in a technological bubble of the digital world. It is a connected environment of networking and communications. People love the transition to the digital world from the physical one. This has taken the customer experience to an all new level, and they are hungry for more.
Continue reading Unify All Disjointed Systems for An Enhanced Customer Experience
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?
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?
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
Using Analytics to Drive Customer Centricity
Much attention and discussion today is focused on “big data” and how it can be used to various advantages by business. Every credit card transaction or online transaction processing function generates data that can provide you with valuable information about your customers. Traditionally businesses obtained information collectively after-the-fact in a batch mode that provided some level of insight to past activities. But competitive markets require business agility that responds quickly to changing customer demographics and the need to interact effectively with the customer. Businesses that commit to a customer-centric culture and strategy will realize competitive advantages in numerous ways including:
Continue reading How Analytics Can Help you Drive Customer Centricity