Don't try to design your Customer Experience in vacuum. Be the one who brings the organisation together to deliver the world-class customer experience!
The document discusses advancing digital business through improving digital flow. Digital flow is defined as connecting people, processes, and information quickly, seamlessly, and effortlessly. It discusses how intelligent activation of information based on context can improve access and availability. Case studies are provided of organizations that improved processes like clinical collaboration, courtroom efficiency, and client onboarding by advancing their digital flow with Alfresco's platform. The document encourages readers to evaluate their technology strategy and where they can improve customer experience and efficiency.
Business Digitalization PowerPoint Presentation SlidesSlideTeam
It covers all the important concepts and has relevant templates which cater to your business needs. This complete deck has PPT slides on Business Digitalization PowerPoint Presentation Slides with well suited graphics and subject driven content. This deck consists of total of twenty slides. All templates are completely editable for your convenience. You can change the colour, text and font size of these slides. You can add or delete the content as per your requirement. Get access to this professionally designed complete deck presentation by clicking the download button below. https://bit.ly/2T1Dnh1
Alfresco Day BeNelux: Digital Transformation - It's All About FlowAlfresco Software
This document summarizes John Newton's keynote presentation at Alfresco Day 2016 in Amsterdam. The presentation focused on accelerating digital business through design thinking, platform thinking, and open thinking. Newton discussed how these approaches can help organizations transform customer experiences, become digital disruptors, and gain business insights from big data. He argued that design thinking empowers users, platform thinking accelerates delivery and engagement, and open thinking fosters innovation. Newton provided examples of how various organizations have applied these concepts to streamline operations, engage customers, fuel innovation, and support transparency.
Autonomous the next enabler for business model disruptionPeter Tyreholt
Speaking about autonomous capabilities which will fuel a new wave of business model innovation. In the end I use the automotive industry and self driving cars as an illustration.
Learn how you can drive your business forward with confidence by making decisions based on actionable insights gained from organizational data in real-time.
Empired Convergence 2017 - Business Transformation Across the EnterpriseEmpired
The document discusses digital transformation across enterprises. It defines digital transformation as changes associated with applying digital technology in all aspects of society. There are two main types of digital transformation: business model transformation, which involves realigning technology and business models to engage customers; and technology-driven transformation, which uses technologies like CRM, ERP and APIs to transform customer experience and operational processes. The document outlines strategies for digital transformation, including transforming customer experience through customer journeys and service blueprints, transforming operations through process mapping and API-led architectures, and transforming business models through innovation and M&A support.
The document discusses advancing digital business through improving digital flow. Digital flow is defined as connecting people, processes, and information quickly, seamlessly, and effortlessly. It discusses how intelligent activation of information based on context can improve access and availability. Case studies are provided of organizations that improved processes like clinical collaboration, courtroom efficiency, and client onboarding by advancing their digital flow with Alfresco's platform. The document encourages readers to evaluate their technology strategy and where they can improve customer experience and efficiency.
Business Digitalization PowerPoint Presentation SlidesSlideTeam
It covers all the important concepts and has relevant templates which cater to your business needs. This complete deck has PPT slides on Business Digitalization PowerPoint Presentation Slides with well suited graphics and subject driven content. This deck consists of total of twenty slides. All templates are completely editable for your convenience. You can change the colour, text and font size of these slides. You can add or delete the content as per your requirement. Get access to this professionally designed complete deck presentation by clicking the download button below. https://bit.ly/2T1Dnh1
Alfresco Day BeNelux: Digital Transformation - It's All About FlowAlfresco Software
This document summarizes John Newton's keynote presentation at Alfresco Day 2016 in Amsterdam. The presentation focused on accelerating digital business through design thinking, platform thinking, and open thinking. Newton discussed how these approaches can help organizations transform customer experiences, become digital disruptors, and gain business insights from big data. He argued that design thinking empowers users, platform thinking accelerates delivery and engagement, and open thinking fosters innovation. Newton provided examples of how various organizations have applied these concepts to streamline operations, engage customers, fuel innovation, and support transparency.
Autonomous the next enabler for business model disruptionPeter Tyreholt
Speaking about autonomous capabilities which will fuel a new wave of business model innovation. In the end I use the automotive industry and self driving cars as an illustration.
Learn how you can drive your business forward with confidence by making decisions based on actionable insights gained from organizational data in real-time.
Empired Convergence 2017 - Business Transformation Across the EnterpriseEmpired
The document discusses digital transformation across enterprises. It defines digital transformation as changes associated with applying digital technology in all aspects of society. There are two main types of digital transformation: business model transformation, which involves realigning technology and business models to engage customers; and technology-driven transformation, which uses technologies like CRM, ERP and APIs to transform customer experience and operational processes. The document outlines strategies for digital transformation, including transforming customer experience through customer journeys and service blueprints, transforming operations through process mapping and API-led architectures, and transforming business models through innovation and M&A support.
"Center Out" Business Architecture. Creating a Responsive Omnichannel Custome...ELEKS
The document discusses implementing a "center-out" architecture to create an optimal customer experience across channels. It describes typical fragmented customer journeys and proposes mapping milestones and steps to better understand the customer. A "brain" would use business rules, natural language processing and predictive analytics to guide customer service representatives. The benefits of this approach include reducing complexity, increasing customer satisfaction, lowering costs, and improving speed and agility by putting the customer at the center.
Empired Convergence 2017 - Transforming you customer experienceEmpired
This document discusses transforming customer experience through digital transformation. It notes that while 84% of companies see digital transformation as important, only 3% have fully implemented it. The document then covers researching customer experience, what customer experience entails, developing a customer experience strategy in a digital world. It proposes a four step process: discover through research, ideate new experiences, create prototypes, deliver and evolve experiences. Finally, it notes that exceptional customer experiences can increase company revenues and brand loyalty while poor experiences can be costly.
This document provides an overview of digital transformation and career paths after an MBA. It discusses how digital transformation involves using technology, people, and processes for optimization and new business models. Common digital transformation careers include change leadership, product management, transformation consulting, and B2B marketing. The document outlines how to plan a career path in this field and prepare through electives, external courses, books, projects, and networking. It also describes the selection process, focusing on resumes, case studies, and behavioral interviews.
Digital Transformation: Embracing the new digital realityEduserv
Tim Cockle, Head of Digital Services at Eduserv, talks about embracing digital at the CharityComms Digital Transformation event. Tim looks at the drivers for digital transformation, the different forms of digital transformation and the journey to achieving true digital transformation within charities.
A contact center enables agents to communicate with consumers via various communication channels. Businesses should carefully decide the bundle of the channels for the success of operations. Here are the factors to consider to choose the channels for your contact center.
Empired convergence 2017 - Data as your Most Strategic AssetEmpired
The document discusses how Empired helped organizations analyze customer data to better understand customers and tailor communications to drive growth. Empired's solutions allow using data intelligently to improve customer intimacy, retention, and advocacy. The document then discusses how Empired helped Pacific Smiles Group transform their business by implementing a data warehouse solution to gain insights from their large amount of patient data and improve business performance and scalability.
Digital Transformation: How to Model Human Behavior in DigitizationBizagi
The document discusses how to model human behavior in digitization by breaking through the "cognitive barrier" that prevents full automation of processes. It explains how to digitize human activities like analysis, synthesis and evaluation through a scoring scheme. Kyocera used this approach to automate its special price approval process. By observing, identifying and translating business rules, tacit knowledge, conditions and data sources, human activities can be represented logically. This brings structure to unstructured data and standardizes processes. It removes bias while clarifying what data is needed. When implemented in Bizagi, such digitization significantly improves processes by making exceptions the focus.
This document discusses delivering unified citizen services cost-effectively through innovative technology. It describes the benefits of consolidating citizen service functions into a centralized citizen services center. Key considerations for developing a successful center include choosing user-friendly technology, ensuring easy implementation and future growth, and providing cost-effective redundancy. Characteristics of an effective center are providing a variety of contact methods for citizens, seamless delegation of tasks, analytical reporting capabilities, and practical technology that streamlines operations. The document recommends best practices like avoiding costly implementations and finding flexible delivery models. It promotes Microsoft solutions like Dynamics CRM as providing a cost-effective starting point for developing a citizen services center.
Digital Transformation: How to Model Human Behavior in DigitizationBizagi
Digital transformation is the change associated with the application of digital technology in all aspects of human society. For businesses, it is about creating a competitive edge by digitizing operations for greater efficiency, intelligence and agility.
One main challenge of digitization is modelling human behavior and cognitive processes into logical expressions that can be digitized and automated. How do we translate complex human behavior and thinking into digital processes?
Frank Beyer, a business process management expert will share how approvals of various kind and pricing calculations can be automated thereby drawing on his experience with a pilot project at former employer Kyocera , a Japanese multinational electronics and ceramics manufacturer, automates its pricing calculation and approvals.
Download the presentation from Frank Beyer and Bizagi as they discuss:
•How to model human activities into digital processes
•How to break the cognitive barrier to embark on RPA
•The impact and hidden benefits of digitizing human activities
About Kyocera
KYOCERA Document Solutions America is a group company of Kyocera Corporation, the world's leading developer and manufacturer of advanced ceramics and associated products, including telecommunications equipment, semiconductor packages and electronic components. Kyocera Corporation's net sales totalled $13.1 Billion.
About Bizagi
Headquartered in the UK and with operations across North America, Europe and Latin America, Bizagi is a global leader in digital business platforms. With a global user community of over 650,000 process pioneers, Bizagi has helped over 500 enterprises in 50 countries to survive and thrive in the digital age. For more information, please visit www.bizagi.com
Watch the Video here: https://youtu.be/A-0I47Qm5MY
Why digital business automation is vital to the customer experience featuring...Bizagi
As businesses strive to transform in order to survive and thrive in the digital age, digital initiatives have become increasingly focused on the customer experience (CX) rather than more traditional goals of efficiency and cost reduction.
So what does this mean for those tasked with delivering digital innovation and applications to the business? It means re-thinking operational models to connect employees, processes and devices with personalized and contextualized information – all to better serve customers.
Bizagi and guest speaker Rob Koplowitz, VP and Principal Analyst at Forrester Researchdiscuss how today’s digital platform technologies can support these goals.
View now for answers to questions like:
-What does digital transformation mean for traditional businesses?
-Why is the shift from cost efficiency to customer experience so important?
-How can digital platforms help you improve the customer experience?
-Important strategies for delivering business applications faster in 2017
Who should view: Digital Transformation Leaders, Application Development Leaders, IT and Business Process Professionals.
About Rob Koplowitz
Rob’s research focuses on business process management as well as artificial intelligence and cognitive computing.
Rob returns to Forrester after leading IBM’s strategy for integrating Watson into the company’s collaboration services. Rob brings many years of experience in enterprise software consulting, product marketing, product management, and strategy.
The business environment is changing fast. Change wrought by the pace and complexity of digital adoption and creating fundamental changes in customer behaviour, challenging the traditional environment. Bringing significant opportunities for those who embrace and adapt; but real consequences for those who don’
Technologies for future universities already exist, and institutions have started to adopt these to improve education offerings. We expect universities to go completely digital this decade. However, digital transformation takes years, and now is the right time to kickstart your digital journey by adopting one of the technologies mentioned above as technology trends higher education. These innovations will allow you to gain a competitive advantage, deliver a better student experience, optimize costs, and provide better learning outcomes.
Digital Transformation: How Does Adidas Automate and Integrate Digital Operat...Bizagi
Want to know how manufacturing and retail giant adidas tackles IT integration? With 500 sales operations, 400 factories and over 10,000 staff around the world, adidas has a strategic and dedicated team for Global Integration Services – connecting disparate systems and data to save time and effort across the business.
Learn from Mohammed Ghadban of Adidas to see how this team has:
•Added a layer of agility on top of the systems adidas was already using
•Integrated process automation with technologies including SAP and SharePoint
•Adopted the agile development methodology by using an agile digital platform
About Adidas
Adidas AG is a German multinational corporation, headquartered in Herzogenaurach, Bavaria, that designs and manufactures shoes, clothing and accessories. It is the largest sportswear manufacturer in Europe, and the second largest in the world.
About Bizagi
Headquartered in the UK and with operations across North America, Europe and Latin America, Bizagi is a global leader in digital business platforms. With a global user community of over 650,000 process pioneers, Bizagi has helped over 500 enterprises in 50 countries to survive and thrive in the digital age. For more information, please visit www.bizagi.com
Watch the Video here : https://youtu.be/ry8KxE1W7ZI
Empired Convergence 2017 - Keeping Pace, Staying Safe in the Digital WorldEmpired
This document discusses how organizations can keep pace with digital transformation and security challenges. It recommends developing a cybersecurity program to understand threats, identify risks, build defensive strategies, and continuously validate effectiveness. It also suggests reviewing network perimeters as traditional firewalls are no longer sufficient, and establishing identity as the new control plane since users, apps and data now extend beyond network boundaries. Identity-driven security is presented as a solution to gain visibility and control over users, devices, apps and data both on-premises and in the cloud.
Digital transformation involves more than just new technology investments. It requires realigning business models and technology to better engage digital customers throughout the customer experience lifecycle. While many companies report undergoing digital transformation, few have fully mapped customer journeys or aligned efforts across channels. True digital transformation unifies disparate digital initiatives under a common vision focused on enhancing the customer experience through improved processes, mobile-friendly services, and integrated touchpoints. It also requires buy-in from executive leadership to prioritize the needs of digital customers.
Empired Convergence 2017 - Bringing your People on the Change JourneyEmpired
Change management is the structured approach to preparing people for new ways of working needed for future performance. It represents 75% or more of the total benefits of a change. There are three types of change - developmental, transitional, and transformational - requiring different levels of change management support. Measuring performance before, during, and after a change shows the effectiveness of change management activities in supporting digital transformation and realizing benefits. Change management is critical for protection of investment and return, and cannot start too early in a project.
Project Merlin aims to develop a web-based application and social network to empower entrepreneurs and small businesses. It will provide an integrated dashboard, CRM, calendar, document collaboration and other tools. This will give entrepreneurs access to resources and a network of other businesses at a low startup cost. The project seeks engineers to develop a proof of concept, offering opportunities for compensation, experience and relationships.
Lab13 is a technology company that designs software solutions using advanced web and mobile technologies. It has over 3,000 clients and 40 professionals across 4 countries. Previously known as FAMA Consulting, Lab13 focuses on innovation, partnerships, and developing talent. Its strategy involves open source technologies, international expansion, and specialized vertical solutions. The management team has extensive experience in IT, finance, and marketing. Lab13 helps businesses innovate through consulting services and accelerates product development from idea to market.
Empired Convergence 2017 - Unleashing the Power of the PlatformEmpired
This document discusses how Microsoft Dynamics 365 can help unleash the power of the digital enterprise. It provides an overview of the Dynamics 365 offerings including applications for various business functions. It describes how the platform supports user adoption through consistent navigation, single sign-on, and mobile access. It also explains how customers can adapt standard processes and extend capabilities through tools like PowerApps, Flow, and the Common Data Service. The document advocates starting projects with a minimum viable product, then expanding scope over time to fully realize business goals.
UX STRAT Europe, Jonathan Lovatt-Young: "And Or Not: The Service Design Behin...UX STRAT
Jonathan combines 20 years of experience in digital design, brand strategy, and user experience. He has led teams at major agencies and consultancies for clients such as Asda, Argos, BT, UEFA, and National Rail. Jonathan is analytical, strategic, and creative with expertise in user-centered design for digital transformation projects. He currently manages the Service and UX team at Tribal Worldwide London, leading service design for Volkswagen Passenger Cars UK.
This document discusses digital presence and customer experience. It defines digital presence as content-rich communication and commerce channels that exist on technology platforms. It explores key aspects of digital presence including consumers, content management, product information, applications, and various teams involved. It also discusses types of product recommendations and factors to consider like context, sales tactics, and business drivers. Finally, it emphasizes that good customer experience requires understanding both the customer perspective and all organizational contributors involved in delivery.
This document provides an overview of digital marketing best practices. It discusses understanding the customer journey, focusing on various media types including owned, paid and earned media. It also covers best practices for content marketing, marketing automation, information architecture and developing a mobile content strategy. The key recommendations are to understand the customer, focus on compelling content across owned channels, and integrate paid and earned media to drive engagement throughout the customer journey.
"Center Out" Business Architecture. Creating a Responsive Omnichannel Custome...ELEKS
The document discusses implementing a "center-out" architecture to create an optimal customer experience across channels. It describes typical fragmented customer journeys and proposes mapping milestones and steps to better understand the customer. A "brain" would use business rules, natural language processing and predictive analytics to guide customer service representatives. The benefits of this approach include reducing complexity, increasing customer satisfaction, lowering costs, and improving speed and agility by putting the customer at the center.
Empired Convergence 2017 - Transforming you customer experienceEmpired
This document discusses transforming customer experience through digital transformation. It notes that while 84% of companies see digital transformation as important, only 3% have fully implemented it. The document then covers researching customer experience, what customer experience entails, developing a customer experience strategy in a digital world. It proposes a four step process: discover through research, ideate new experiences, create prototypes, deliver and evolve experiences. Finally, it notes that exceptional customer experiences can increase company revenues and brand loyalty while poor experiences can be costly.
This document provides an overview of digital transformation and career paths after an MBA. It discusses how digital transformation involves using technology, people, and processes for optimization and new business models. Common digital transformation careers include change leadership, product management, transformation consulting, and B2B marketing. The document outlines how to plan a career path in this field and prepare through electives, external courses, books, projects, and networking. It also describes the selection process, focusing on resumes, case studies, and behavioral interviews.
Digital Transformation: Embracing the new digital realityEduserv
Tim Cockle, Head of Digital Services at Eduserv, talks about embracing digital at the CharityComms Digital Transformation event. Tim looks at the drivers for digital transformation, the different forms of digital transformation and the journey to achieving true digital transformation within charities.
A contact center enables agents to communicate with consumers via various communication channels. Businesses should carefully decide the bundle of the channels for the success of operations. Here are the factors to consider to choose the channels for your contact center.
Empired convergence 2017 - Data as your Most Strategic AssetEmpired
The document discusses how Empired helped organizations analyze customer data to better understand customers and tailor communications to drive growth. Empired's solutions allow using data intelligently to improve customer intimacy, retention, and advocacy. The document then discusses how Empired helped Pacific Smiles Group transform their business by implementing a data warehouse solution to gain insights from their large amount of patient data and improve business performance and scalability.
Digital Transformation: How to Model Human Behavior in DigitizationBizagi
The document discusses how to model human behavior in digitization by breaking through the "cognitive barrier" that prevents full automation of processes. It explains how to digitize human activities like analysis, synthesis and evaluation through a scoring scheme. Kyocera used this approach to automate its special price approval process. By observing, identifying and translating business rules, tacit knowledge, conditions and data sources, human activities can be represented logically. This brings structure to unstructured data and standardizes processes. It removes bias while clarifying what data is needed. When implemented in Bizagi, such digitization significantly improves processes by making exceptions the focus.
This document discusses delivering unified citizen services cost-effectively through innovative technology. It describes the benefits of consolidating citizen service functions into a centralized citizen services center. Key considerations for developing a successful center include choosing user-friendly technology, ensuring easy implementation and future growth, and providing cost-effective redundancy. Characteristics of an effective center are providing a variety of contact methods for citizens, seamless delegation of tasks, analytical reporting capabilities, and practical technology that streamlines operations. The document recommends best practices like avoiding costly implementations and finding flexible delivery models. It promotes Microsoft solutions like Dynamics CRM as providing a cost-effective starting point for developing a citizen services center.
Digital Transformation: How to Model Human Behavior in DigitizationBizagi
Digital transformation is the change associated with the application of digital technology in all aspects of human society. For businesses, it is about creating a competitive edge by digitizing operations for greater efficiency, intelligence and agility.
One main challenge of digitization is modelling human behavior and cognitive processes into logical expressions that can be digitized and automated. How do we translate complex human behavior and thinking into digital processes?
Frank Beyer, a business process management expert will share how approvals of various kind and pricing calculations can be automated thereby drawing on his experience with a pilot project at former employer Kyocera , a Japanese multinational electronics and ceramics manufacturer, automates its pricing calculation and approvals.
Download the presentation from Frank Beyer and Bizagi as they discuss:
•How to model human activities into digital processes
•How to break the cognitive barrier to embark on RPA
•The impact and hidden benefits of digitizing human activities
About Kyocera
KYOCERA Document Solutions America is a group company of Kyocera Corporation, the world's leading developer and manufacturer of advanced ceramics and associated products, including telecommunications equipment, semiconductor packages and electronic components. Kyocera Corporation's net sales totalled $13.1 Billion.
About Bizagi
Headquartered in the UK and with operations across North America, Europe and Latin America, Bizagi is a global leader in digital business platforms. With a global user community of over 650,000 process pioneers, Bizagi has helped over 500 enterprises in 50 countries to survive and thrive in the digital age. For more information, please visit www.bizagi.com
Watch the Video here: https://youtu.be/A-0I47Qm5MY
Why digital business automation is vital to the customer experience featuring...Bizagi
As businesses strive to transform in order to survive and thrive in the digital age, digital initiatives have become increasingly focused on the customer experience (CX) rather than more traditional goals of efficiency and cost reduction.
So what does this mean for those tasked with delivering digital innovation and applications to the business? It means re-thinking operational models to connect employees, processes and devices with personalized and contextualized information – all to better serve customers.
Bizagi and guest speaker Rob Koplowitz, VP and Principal Analyst at Forrester Researchdiscuss how today’s digital platform technologies can support these goals.
View now for answers to questions like:
-What does digital transformation mean for traditional businesses?
-Why is the shift from cost efficiency to customer experience so important?
-How can digital platforms help you improve the customer experience?
-Important strategies for delivering business applications faster in 2017
Who should view: Digital Transformation Leaders, Application Development Leaders, IT and Business Process Professionals.
About Rob Koplowitz
Rob’s research focuses on business process management as well as artificial intelligence and cognitive computing.
Rob returns to Forrester after leading IBM’s strategy for integrating Watson into the company’s collaboration services. Rob brings many years of experience in enterprise software consulting, product marketing, product management, and strategy.
The business environment is changing fast. Change wrought by the pace and complexity of digital adoption and creating fundamental changes in customer behaviour, challenging the traditional environment. Bringing significant opportunities for those who embrace and adapt; but real consequences for those who don’
Technologies for future universities already exist, and institutions have started to adopt these to improve education offerings. We expect universities to go completely digital this decade. However, digital transformation takes years, and now is the right time to kickstart your digital journey by adopting one of the technologies mentioned above as technology trends higher education. These innovations will allow you to gain a competitive advantage, deliver a better student experience, optimize costs, and provide better learning outcomes.
Digital Transformation: How Does Adidas Automate and Integrate Digital Operat...Bizagi
Want to know how manufacturing and retail giant adidas tackles IT integration? With 500 sales operations, 400 factories and over 10,000 staff around the world, adidas has a strategic and dedicated team for Global Integration Services – connecting disparate systems and data to save time and effort across the business.
Learn from Mohammed Ghadban of Adidas to see how this team has:
•Added a layer of agility on top of the systems adidas was already using
•Integrated process automation with technologies including SAP and SharePoint
•Adopted the agile development methodology by using an agile digital platform
About Adidas
Adidas AG is a German multinational corporation, headquartered in Herzogenaurach, Bavaria, that designs and manufactures shoes, clothing and accessories. It is the largest sportswear manufacturer in Europe, and the second largest in the world.
About Bizagi
Headquartered in the UK and with operations across North America, Europe and Latin America, Bizagi is a global leader in digital business platforms. With a global user community of over 650,000 process pioneers, Bizagi has helped over 500 enterprises in 50 countries to survive and thrive in the digital age. For more information, please visit www.bizagi.com
Watch the Video here : https://youtu.be/ry8KxE1W7ZI
Empired Convergence 2017 - Keeping Pace, Staying Safe in the Digital WorldEmpired
This document discusses how organizations can keep pace with digital transformation and security challenges. It recommends developing a cybersecurity program to understand threats, identify risks, build defensive strategies, and continuously validate effectiveness. It also suggests reviewing network perimeters as traditional firewalls are no longer sufficient, and establishing identity as the new control plane since users, apps and data now extend beyond network boundaries. Identity-driven security is presented as a solution to gain visibility and control over users, devices, apps and data both on-premises and in the cloud.
Digital transformation involves more than just new technology investments. It requires realigning business models and technology to better engage digital customers throughout the customer experience lifecycle. While many companies report undergoing digital transformation, few have fully mapped customer journeys or aligned efforts across channels. True digital transformation unifies disparate digital initiatives under a common vision focused on enhancing the customer experience through improved processes, mobile-friendly services, and integrated touchpoints. It also requires buy-in from executive leadership to prioritize the needs of digital customers.
Empired Convergence 2017 - Bringing your People on the Change JourneyEmpired
Change management is the structured approach to preparing people for new ways of working needed for future performance. It represents 75% or more of the total benefits of a change. There are three types of change - developmental, transitional, and transformational - requiring different levels of change management support. Measuring performance before, during, and after a change shows the effectiveness of change management activities in supporting digital transformation and realizing benefits. Change management is critical for protection of investment and return, and cannot start too early in a project.
Project Merlin aims to develop a web-based application and social network to empower entrepreneurs and small businesses. It will provide an integrated dashboard, CRM, calendar, document collaboration and other tools. This will give entrepreneurs access to resources and a network of other businesses at a low startup cost. The project seeks engineers to develop a proof of concept, offering opportunities for compensation, experience and relationships.
Lab13 is a technology company that designs software solutions using advanced web and mobile technologies. It has over 3,000 clients and 40 professionals across 4 countries. Previously known as FAMA Consulting, Lab13 focuses on innovation, partnerships, and developing talent. Its strategy involves open source technologies, international expansion, and specialized vertical solutions. The management team has extensive experience in IT, finance, and marketing. Lab13 helps businesses innovate through consulting services and accelerates product development from idea to market.
Empired Convergence 2017 - Unleashing the Power of the PlatformEmpired
This document discusses how Microsoft Dynamics 365 can help unleash the power of the digital enterprise. It provides an overview of the Dynamics 365 offerings including applications for various business functions. It describes how the platform supports user adoption through consistent navigation, single sign-on, and mobile access. It also explains how customers can adapt standard processes and extend capabilities through tools like PowerApps, Flow, and the Common Data Service. The document advocates starting projects with a minimum viable product, then expanding scope over time to fully realize business goals.
UX STRAT Europe, Jonathan Lovatt-Young: "And Or Not: The Service Design Behin...UX STRAT
Jonathan combines 20 years of experience in digital design, brand strategy, and user experience. He has led teams at major agencies and consultancies for clients such as Asda, Argos, BT, UEFA, and National Rail. Jonathan is analytical, strategic, and creative with expertise in user-centered design for digital transformation projects. He currently manages the Service and UX team at Tribal Worldwide London, leading service design for Volkswagen Passenger Cars UK.
This document discusses digital presence and customer experience. It defines digital presence as content-rich communication and commerce channels that exist on technology platforms. It explores key aspects of digital presence including consumers, content management, product information, applications, and various teams involved. It also discusses types of product recommendations and factors to consider like context, sales tactics, and business drivers. Finally, it emphasizes that good customer experience requires understanding both the customer perspective and all organizational contributors involved in delivery.
This document provides an overview of digital marketing best practices. It discusses understanding the customer journey, focusing on various media types including owned, paid and earned media. It also covers best practices for content marketing, marketing automation, information architecture and developing a mobile content strategy. The key recommendations are to understand the customer, focus on compelling content across owned channels, and integrate paid and earned media to drive engagement throughout the customer journey.
Delivering digital marketing on the cloud cloud expo 2013, javits center, n...Ajit Sagar
The document discusses a presentation about digital marketing. It includes:
- An overview of topics to be covered, including digital marketing trends, the digital consumer, omni-channel marketing, big data and cloud-enabled marketing.
- Key aspects of digital marketing like the digital consumer journey, recent enablers of digital marketing like smart devices and actionable intelligence.
- How cloud and big data can help digital marketing through predictive analytics and actionable insights.
- Components of a successful digital marketing initiative including understanding the organization's environment and leveraging technologies like cloud and data analytics.
This document discusses opportunities and challenges for internet retail in India compared to the US. It provides an overview of Iksula, an outsourcing company, and their management team and services. Regarding US internet retail, it outlines the size, growth, consumer propositions, key trends like mobile and social media. For Indian internet retail, it notes underserved consumer categories and need to expand mobile reach given smartphone growth. Challenges include a lack of products, formats, and services from suppliers and retailers compared to opportunities in convenience, price, and hard to find goods.
Do you speak digital marketing with Kentico CMS?Thomas Robbins
How do you talk with customers about their channel engagement? Customers engage with through a growing variety of channels. Your website is just one of them –don’t forget social media, mobile and e-mail. Understanding the customer journey across these channels is essential to the success of any marketing organization. In this session we will look at how to talk with you customers about this Kentico EMS 7.
A presentation on app-based retail banking inclusion given at the Financial Conduct Authority in London, January 2019 by Open Inclusion. This presentation was sponsored by the Business Disability Forum.
This document provides an overview of digital marketing and how to plan and execute a digital marketing strategy. It discusses common digital marketing models and the stages of discovery, definition, design, development, and delivery. It also covers analyzing website analytics, defining target audiences, creating user personas, understanding user goals, information architecture, content strategy, copywriting, and considerations for mobile. The overall document provides guidance on conceptualizing and implementing an effective digital marketing approach.
Digital Marketing and Advertising brief overview 2015Lassi Nummi
Guest lecture at Estonian Business School @ Helsinki. April 2015. Why Digital Marketing matters, how to do digital marketing and selected formats of doing digital marketing.
Bright Angles Consulting provides digital marketing strategies by leveraging consumer insights. They harness insights to develop strategies for brand building, lead generation, transaction management, and relationship management across digital media. Bright Angles' process involves understanding clients' brands and industries, sharing consumer insights through workshops and videos, and co-creating ideas with clients. They use qualitative research methods like observation, interviews and co-creation to gain a holistic view of consumers behind statistics. Past projects include digital strategies for brands in various industries.
Go-to-Market in the Cloud Trends and ChallengesLeahanne Hobson
This document discusses the impact of cloud computing on traditional channels and solution providers. Key points include:
- Forrester and Gartner estimates that cloud transformation will lead to 15-40% attrition of the existing channel.
- Conventional business models and customer engagements will become less valuable unless solution providers change their approach.
- Survival requires radical changes to business models and go-to-market strategies, which most solution providers are ill-equipped for.
- Vendors continuing traditional approaches will struggle, and nimble transformation is needed to succeed in the cloud environment.
How to Win the Big Bet on PersonalizationJake Borr
How often do you visit a site and are presented with content that does not pertain to your behavior and interests? While amusing at times, poorly personalized digital experiences can be frustrating for the end user, and reflect negatively on brand image.
Forrester research found that “Only 16% of marketers currently have the capability to capture customer intent and deliver real-time, behavior-based marketing across all channels.” While personalization’s slow adoption can be attributed to its perceived risk, <strong>personalization is a proven winner in terms of delivering greater engagement, sales uplift and repeat website visits
In this webinar, you will hear from Acquia and MRM on how to take the fear out of personalization, and how successful implementation can help your organization:
-Increase revenue from product recommendations
-Drive conversion rates with personalized call-to-actions (CTAs)
-Influence customer purchasing decisions
-Create a more consistent and engaging digital brand experience
Darko Dujić: Key challenges in managing the consumer journeyShopper's Mind
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Customer Experience - More than meets the eye
1. Customer Experience –
More than meets the eye
Tuija Riekkinen
Senior Consultant
I am a rare combination of a digital native, an innovator and
creative yet practical professional with years of hands on
experience.
2. What is digital presence
“Digital presence is a content-rich
communication and commerce
focused channels that exist on a
technology platform and are used
by many people”
Slightly edited definition of digital
presence from Lisa Welchman’s book
Managing chaos – Digital Governance by
Design
3. “Digital presence is a content-rich
communication and commerce
focused channels that exist on a
technology platform and are used
by many people”
What is digital presence
Consumers/
end users
4. “Digital presence is a content-rich
communication and commerce
focused channels that exist on a
technology platform and are used
by many people”
What is digital presence
Consumers/
end users
Content
management
Backend services
Product information
management
Frontend
applications (web,
mobile…)
5. “Digital presence is a content-rich
communication and commerce
focused channels that exist on a
technology platform and are used
by many people”
What is digital presence
Consumers/
end users
Content
management
Backend services
Product information
management
Frontend
applications (web,
mobile…)
Key themes
& messages
Purpose of
the content
Product & content
taxonomy
Content model
Content creation
SEO
Publishing
workflows
6. “Digital presence is a content-rich
communication and commerce
focused channels that exist on a
technology platform and are used
by many people”
What is digital presence
Consumers/
end users
Content
management
Backend services
Product information
management
Frontend
applications (web,
mobile…)
Key themes
& messages
Purpose of
the content
Product & content
taxonomy
Content model
Content creation
SEO
Publishing
workflows
Product &
Product data
Cross &
upsell
Online sales
strategy
KPIs &
Measuring
7. “Digital presence is a content-rich
communication and commerce
focused channels that exist on a
technology platform and are used
by many people”
What is digital presence
Content
management
Backend services
Product information
management
Frontend
applications (web,
mobile…)
Key themes
& messages
Purpose of
the content
Product & content
taxonomy
Content model
Content creation
SEO
Publishing
workflows
Product &
Product data
Cross &
upsell
Online sales
strategy
KPIs &
Measuring
Consumers/
end users
Content producers
Data managers
Customer support
Developers
Admins
Graphic designers
9. Product recommendation
Product
recommendation
Types of impulse purchase
What kind of product is most suitable
per type of impulse purchase
● Pure impulse purchase
● Suggestion impulse purchase
● Reminder impulse purchase
● Planned impulse purchase
Experimental Goal-oriented
Purchase behaviour
Context
The context where the product
recommendation is presented to
the consumer
● Editorial
● Product page
● Add to cart
● Checkout flow
Sales tactics
How the recommendation is presented to the
consumer
● Social proof (most popular, most
recommended, top sellers)
● Authority (staff picks)
● Consistency & commitment (recently viewed)
Business drivers
Campaigns, product availability,
other commercial drivers
10. Consumer Experience cannot be designed in
vacuum
• It is not enough to know the dreams and needs of the end-user, but you also
need to understand what is involved in delivering the experience!
• What are the key ingredients in delivering the
digital customer experience?
• What is in the scope of the “digi-team” and who else in the
organisation needs to contribute and how?
• Do people in “non-digital related” jobs understand that they
in fact have a key role in delivering the digital customer experience?
• How to make this cross-organisational co-operation work?