Customer Centricity has taken center stage for enterprises seeking to transform for the digitial age. Managing proactively Customer Experience wins the Triple Crown - Lower Costs, Higher Revenue and Enhanced Service concurrently.
Digital transformation is often more about business and culture shift than technology. Christine will share the changes that Cintas needed to make in their business more than the tech platform itself – and how they pulled it off. Hear about the business side of their digital transformation and how they took a step back from jumping into an “IT Project” to set an overall vision, enable organizational change, and bring the entire team along on the journey.
After the Business Model Canvas you want to transform your Business Model into Action. Process Model Canvas is the Next Step - to get Sh*t done without the bureaucracy!
This workshop is presented to you by
David Ruting, CEO
Comm'ant Management Systems
The journey towards a customer centric supply chainBluecrux
Presentation as featured in our 'phygital' event (29 Oct 2020) and presented by Anouk Schoenmakers (partner bluecrux) & Björn Kirchner (Corporate VP Global Supply Chain Henkel).
Digital transformation is often more about business and culture shift than technology. Christine will share the changes that Cintas needed to make in their business more than the tech platform itself – and how they pulled it off. Hear about the business side of their digital transformation and how they took a step back from jumping into an “IT Project” to set an overall vision, enable organizational change, and bring the entire team along on the journey.
After the Business Model Canvas you want to transform your Business Model into Action. Process Model Canvas is the Next Step - to get Sh*t done without the bureaucracy!
This workshop is presented to you by
David Ruting, CEO
Comm'ant Management Systems
The journey towards a customer centric supply chainBluecrux
Presentation as featured in our 'phygital' event (29 Oct 2020) and presented by Anouk Schoenmakers (partner bluecrux) & Björn Kirchner (Corporate VP Global Supply Chain Henkel).
In this webinar, you will learn more about the techniques for creating and using a Center of Excellence to provide structured support for BPM projects. A Center of Excellence provides expertise, knowledge, and BPM project support and management within a company.
A Center of Excellence is a valuable resource that can play an essential role in addressing the challenges that arise on the road to BPM implementation success. With it you can provide technical assistance, coordinate BPM efforts, define and drive methodologies, reduce the cost of BPM implementation by sharing resources, and facilitate collaboration.
Use a Center of Excellence approach to build a team with the skills needed to launch a digital transformation initiative at the company level that includes measurement capabilities, one of the most important aspects brought by a Center of Excellence.
Video:
Oracle & USJade Power Breakfast Presentations: Sales & Operations PlanningJade Global
In a live event hosted by Oracle and USJade, these presentations were provided by special guest speakers and subject matter experts Mel Nelson of APICS, and Stephen Zadig from the ClariPhy Advisory Board. In an interactive meeting with manufacturing professionals they explored the benefits, challenges, tips and best practices of next generation Sales & Operations Planning.
Lean Portfolio Strategy Part 1: Visualizing your Strategy Flow for Transparen...Cprime
How can you adopt lean portfolio management in a way that's not disruptive to current operations? What are the minimum steps to get maximum value?
Managing your epics correctly, connecting strategy to execution, and reducing overall waste by introducing thresholds and guardrails at your Epic level is a good place to start.
In this first webinar in our four-part series on Lean Portfolio Strategy we’ll join Cprime’s Michiko Quinones and Jesse Pearlman to discuss the fundamental 3 steps and how to:
- Build a strategy “placemat” to visualize current state
- Connect your “placemat” to strategic initiatives
- Establish an optimal synchronization cadence
We'll share best practices, actionable examples, and suggest a well-laid “garden path’ to adopting sound lean portfolio management.
Lighthouse thinking (TM), Small, Simple Steps to Extraordinary SuccessHaydn Shaughnessy
How can you make sure your digital or agile transformation will be a success? Most fail. In this presentation we will tell you why and provide you with the concepts and actions to enable you to succeed where others fail. Digital and agile transformations are the hardest task in business. Lighthouse Thinking will help you to make sure you innovate appropriately, discover new value for customers and help you succeed. Covers innovation, target operating models, adaptive project management, innovation and ecosystems
Talks about partial successes with Agile implementations. We have become iterative for sure and there is a definite sense of cadence. But concept to cash lead times are still quite high. A sense of dogma has crept in the rituals, they happen, but there is little soul.Team members are still quite stressed out; We have avoided the famous waterfall death march for sure but it is still a very tiring and painful long march. Organisations doesn't feel that they have reaped all the benefits which were promised. There is just a handful of companies who seem to be living the values and are really nimble in the market place. What went wrong?
Unicom 2014 - Staying relevant in the digital ecomonyMike Clark
The step towards customer experience architecture - Enterprises are attempting to incorporate multi-channels, new customer insights and a much faster rate of change into their business models. In an attempt to tackle this complexity and dynamics of an evolving enterprise, the Enterprise and Business Architecture disciplines have continued to emerge, enabling the organisation to bring all the various moving parts together. Business capabilities and the term “business model” have slowly become part of everyday language amongst stakeholders. Yet even with these successes the disciplines are still too big a pill for management to swallow, and it’s value often gets lost. The challenge of collaboratively exploring potential futures with relevant stakeholders and practitioners of related disciplines still remains.
The shift in focus to digital channels requires a new way of using and leveraging architectures.
How Agile support digital transformation - practical lesson at Magestore.comSteve Ngo
How Agile support digital transformation - practical lesson at Magestore.com
***About Magestore***
Magestore là công ty cung cấp giải pháp phần mềm cho các doanh nghiệp bán lẻ. Đối tượng khách hàng chủ yếu là các chuỗi bán lẻ của Mỹ và Châu u. Giải pháp của Magestore được xây dựng based trên nền tảng Magento.
Các bạn có thể xem thêm thông tin về sản phẩm của Magestore tại: https://www.magestore.com
***About Magestore Culture***
Các bạn có thể tìm hiểu thêm nhiều thông tin nữa về con người và văn hóa của Magestore tại website https://insights.magestore.com
***Các vị trí mà Magestore đang tuyển dụng***
Magestore là một công ty phát triển sản phẩm nên cần đội ngũ nhân sự chất lượng cao ở nhiều vị trí như:
#Full-stack Developer, Global Retail Solution #Business Consultant #Digital Marketing Executive #AI Engineer
Các bạn có thể tham khảo thông tin cụ thể về các vị trí tuyển dụng tại link sau:
https://insights.magestore.com/nextgen
Loughridge Transformations' Webinar: The Essential Ladder of ERP ImplementationJennifer Loughridge
Many organisations struggle to achieve an acceptable return on their investment in technology. In addition, those who have been through an ERP implementation often talk of “bearing the scars” of a painful and time-consuming go-live period – which can feel like it lasts an eternity.
What’s the cause? It is largely down to overlooking critical aspects before and during the implementation.
In this webinar, you will learn:
- what are the critical steps in the ladder of implementation
- why a successful implementation is about much more than technology
- how to massively increase the likelihood of an on-time, on-budget delivery
A Comprehensive, industry-agnostic, multi-purpose Supply Chain Management functional area business capability model. Visit: https://www.ciopages.com/store/supply-chain-management-business-capability-model/
Planning transformation journeys in life sciences Bluecrux
Presentation as featured in our 'phygital' event (29 Oct 2020), hosted by Anneleen Tronquo (partner bluecrux) and Cédric Van Helleputte (Head of Planning Life Sciences bluecrux). Roundtable discussion together with 3 players of very well-recognized companies in life sciences (Bristol-Myers Squibb, Johnson & Johnson, and Novo Nordisk), on how they are experiencing their planning transformation journey.
Saying you are customer centric is easy, however, delivering a truly outstanding customer experience requires more than marketing fluff. This presentation will explore the topic of Customer Experience and what it means to your customers and your enterprise in today’s competitive landscape.
In this webinar, you will learn more about the techniques for creating and using a Center of Excellence to provide structured support for BPM projects. A Center of Excellence provides expertise, knowledge, and BPM project support and management within a company.
A Center of Excellence is a valuable resource that can play an essential role in addressing the challenges that arise on the road to BPM implementation success. With it you can provide technical assistance, coordinate BPM efforts, define and drive methodologies, reduce the cost of BPM implementation by sharing resources, and facilitate collaboration.
Use a Center of Excellence approach to build a team with the skills needed to launch a digital transformation initiative at the company level that includes measurement capabilities, one of the most important aspects brought by a Center of Excellence.
Video:
Oracle & USJade Power Breakfast Presentations: Sales & Operations PlanningJade Global
In a live event hosted by Oracle and USJade, these presentations were provided by special guest speakers and subject matter experts Mel Nelson of APICS, and Stephen Zadig from the ClariPhy Advisory Board. In an interactive meeting with manufacturing professionals they explored the benefits, challenges, tips and best practices of next generation Sales & Operations Planning.
Lean Portfolio Strategy Part 1: Visualizing your Strategy Flow for Transparen...Cprime
How can you adopt lean portfolio management in a way that's not disruptive to current operations? What are the minimum steps to get maximum value?
Managing your epics correctly, connecting strategy to execution, and reducing overall waste by introducing thresholds and guardrails at your Epic level is a good place to start.
In this first webinar in our four-part series on Lean Portfolio Strategy we’ll join Cprime’s Michiko Quinones and Jesse Pearlman to discuss the fundamental 3 steps and how to:
- Build a strategy “placemat” to visualize current state
- Connect your “placemat” to strategic initiatives
- Establish an optimal synchronization cadence
We'll share best practices, actionable examples, and suggest a well-laid “garden path’ to adopting sound lean portfolio management.
Lighthouse thinking (TM), Small, Simple Steps to Extraordinary SuccessHaydn Shaughnessy
How can you make sure your digital or agile transformation will be a success? Most fail. In this presentation we will tell you why and provide you with the concepts and actions to enable you to succeed where others fail. Digital and agile transformations are the hardest task in business. Lighthouse Thinking will help you to make sure you innovate appropriately, discover new value for customers and help you succeed. Covers innovation, target operating models, adaptive project management, innovation and ecosystems
Talks about partial successes with Agile implementations. We have become iterative for sure and there is a definite sense of cadence. But concept to cash lead times are still quite high. A sense of dogma has crept in the rituals, they happen, but there is little soul.Team members are still quite stressed out; We have avoided the famous waterfall death march for sure but it is still a very tiring and painful long march. Organisations doesn't feel that they have reaped all the benefits which were promised. There is just a handful of companies who seem to be living the values and are really nimble in the market place. What went wrong?
Unicom 2014 - Staying relevant in the digital ecomonyMike Clark
The step towards customer experience architecture - Enterprises are attempting to incorporate multi-channels, new customer insights and a much faster rate of change into their business models. In an attempt to tackle this complexity and dynamics of an evolving enterprise, the Enterprise and Business Architecture disciplines have continued to emerge, enabling the organisation to bring all the various moving parts together. Business capabilities and the term “business model” have slowly become part of everyday language amongst stakeholders. Yet even with these successes the disciplines are still too big a pill for management to swallow, and it’s value often gets lost. The challenge of collaboratively exploring potential futures with relevant stakeholders and practitioners of related disciplines still remains.
The shift in focus to digital channels requires a new way of using and leveraging architectures.
How Agile support digital transformation - practical lesson at Magestore.comSteve Ngo
How Agile support digital transformation - practical lesson at Magestore.com
***About Magestore***
Magestore là công ty cung cấp giải pháp phần mềm cho các doanh nghiệp bán lẻ. Đối tượng khách hàng chủ yếu là các chuỗi bán lẻ của Mỹ và Châu u. Giải pháp của Magestore được xây dựng based trên nền tảng Magento.
Các bạn có thể xem thêm thông tin về sản phẩm của Magestore tại: https://www.magestore.com
***About Magestore Culture***
Các bạn có thể tìm hiểu thêm nhiều thông tin nữa về con người và văn hóa của Magestore tại website https://insights.magestore.com
***Các vị trí mà Magestore đang tuyển dụng***
Magestore là một công ty phát triển sản phẩm nên cần đội ngũ nhân sự chất lượng cao ở nhiều vị trí như:
#Full-stack Developer, Global Retail Solution #Business Consultant #Digital Marketing Executive #AI Engineer
Các bạn có thể tham khảo thông tin cụ thể về các vị trí tuyển dụng tại link sau:
https://insights.magestore.com/nextgen
Loughridge Transformations' Webinar: The Essential Ladder of ERP ImplementationJennifer Loughridge
Many organisations struggle to achieve an acceptable return on their investment in technology. In addition, those who have been through an ERP implementation often talk of “bearing the scars” of a painful and time-consuming go-live period – which can feel like it lasts an eternity.
What’s the cause? It is largely down to overlooking critical aspects before and during the implementation.
In this webinar, you will learn:
- what are the critical steps in the ladder of implementation
- why a successful implementation is about much more than technology
- how to massively increase the likelihood of an on-time, on-budget delivery
A Comprehensive, industry-agnostic, multi-purpose Supply Chain Management functional area business capability model. Visit: https://www.ciopages.com/store/supply-chain-management-business-capability-model/
Planning transformation journeys in life sciences Bluecrux
Presentation as featured in our 'phygital' event (29 Oct 2020), hosted by Anneleen Tronquo (partner bluecrux) and Cédric Van Helleputte (Head of Planning Life Sciences bluecrux). Roundtable discussion together with 3 players of very well-recognized companies in life sciences (Bristol-Myers Squibb, Johnson & Johnson, and Novo Nordisk), on how they are experiencing their planning transformation journey.
Saying you are customer centric is easy, however, delivering a truly outstanding customer experience requires more than marketing fluff. This presentation will explore the topic of Customer Experience and what it means to your customers and your enterprise in today’s competitive landscape.
3 Essentials Every Event Marketer Should Be MeasuringPat McClellan
Event Marketers own some of the most immersive and powerful touchpoints in the customer experience landscape, which puts us under increasing pressure to demonstrate return on investment. But are we losing focus on the Customer Experience and how that is linked to ROI?
Opus Chief Strategy Officer Pat McClellan explores how best to meet audience needs, while making the experience easy and enjoyable. Citing emerging research, historical trends, industry thought leaders, and the recent paradigm shift of getting ketchup out of the bottle, McClellan provides tangible and thought-provoking tips and KPIs you can use on your next event.
Make sure you are getting the right return on your marketing technology investments. Having the right partner in place to manage that infrastructure and provide the always on support that you need to provide a top notch customer experience.
The Digital Customer Experience: Why the Future of the Communications Industr...Brian Solis
Brian Solis and amdocs explore the impact of connected customers on the traditional funnel and the need for designing digital customer experiences (DCX). Today’s customers don’t think in terms of channels nor do they see departments. Digital customers simply want to interact with service providers in a consistent manner — wherever, whenever, and via whatever device they’re using. Even though the customer is changing, business models and approaches aren’t keeping up. Operators are not fully equipped technologically or philosophically to personalize customer touchpoints based on behaviors.
In its simplest form, Customer Intelligence helps you understand your customers better.
It gives you the insights to maintain product-market fit and ensure you grow with your customers, not away from them. CI isn’t just a tool or platform. It’s a holistic approach to how you do business. Aaron Thompson adds,
“ When you talk about Customer Intelligence, it’s bridging that gap between the reality of what our customers are experiencing and what we believe they’re going through.”
As we’ll see throughout this report, it can often be the difference between building a thriving business or a transactional turnstile that struggles at scale.
Becoming Customer Centric: A Business and IT RoadmapPlus Consulting
The rapid rise of global competition, combined with the adoption of Internet-based communications and cloud processing power, has created a state of hypercompetition across most industries. The antidote? Become customer centric. Here's a brief business and IT roadmap to make it happen.
Why Corporations Need to Return to a Focus on Customer Experience in 2023.pdfChris Marocchi
A look at how much corporations have wavered in their commitment to Customer Service over the past few decades and what trends are emerging in 2023 that will help companies willing to recommit themselves to offering an outstanding customer experience to their customer base.
3 Essential Metrics For Event MarketersOpus Agency
Event Marketers own some of the most immersive and powerful touchpoints in the customer experience landscape, which puts us under increasing pressure to demonstrate return on investment. But are we losing focus on the Customer Experience and how that is linked to ROI?
Opus Chief Strategy Officer Pat McClellan explores how best to meet audience needs, while making the experience easy and enjoyable. Citing emerging research, historical trends, industry thought leaders, and the recent paradigm shift of getting ketchup out of the bottle, McClellan provides tangible and thought-provoking tips and KPIs you can use on your next event.
Design Thinking is a secret ingredient of many successful organizations. Integrating DT with CEMMethod has produced remarkable results. In this deck we review the how with examples.
Business approaches to change can be complex and chaotic. Here however we take a different view - if there is one thing that could change everything what would that be? And yes there is! Review the short deck and gain access to a complimentary book, The Process Tactics Playbook (value $200 on Amazon).
Customer Experience Management (CEM) is the at the forefront of business success today, however many organisations struggle to reconcile customer journey mapping and process management/excellence. The two apparently opposing views of the organisation create a breakdown in understanding how to deliver and consistently apply CEM to win the triple crown - lower costs, increase revenues and enhance service simultaneously.
CEM when applied correctly delivers the promise and provides a unified view of the organisation - from both the customer and the internal perspectives. You can see this in half a dozen slides, and share with colleagues who are passionate about deliver business success.
BPGroups CEMMethod has now evolved to version 10. Catch the latest additions and innovations. Qualifying in the use of CEMMethod is available at http://www.certifiedprocessprofessional.com and more general information via http://www.bpgroup.org
Gutenberg gave the world the modern printing press and with it the resulting explosion of texts that could be distributed to everyone. The last decade has witnessed the same phenomena with the convergence of technologies. For instance the smart phone now enables communication and knowledge exchange by anyone anywhere. The impact is only just being felt, however it is transforming the planet. The Gutenberg Impact.
The PEX event discussed why BPM so often fails. This presentation reveals why that is so, and then demonstrates how, by following a well trodden path we can all get it right.
It is BPM Jim but not as we know it!
We have got to get scientific about the customer experience. CXRating.com is a new company intent on delivering that promise. Here we look at Customer Experience Mapping using the BP Groups ABACUS toolset.
A terrific piece of work delivered at AMA ServSig Doctoral Consortium Taipei 2013 National Taiwan University, Taipei, Taiwan — July 3-4, 2013 by Lerzan Aksoy & Timothy Keiningham
How can we keep improving our performance when the customer keeps demanding more?
For those seeking to move beyond same old same old this is one way forward.
The CEMMethod is widely used as the means to help organizations progress Outside In. This slideshow shares the most recent updates to this popular framework, with 38 techniques included to enhance your capabilities, individually and enterprise wide.
Presentation Keynote themed on Customer Centricity - relevant to Public and Private sectors. Delivered in Dubai at the Annual DEWA event.
WHAT IS THE MAGIC that creates the repeated success while meanwhile previous giants stumble and fall (think Kodak, Nokia, RIM etc.)
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Executive Overview - Building the case for Customer Centricity
1. Building the Case for Customer-Centricity and Outside-In
Convince your top team, your colleagues and peers, in
fact… everyone
2. Amazon did not kill the retail industry
They did it to themselves with bad customer
service
Netflix did not kill Blockbuster
They did it to themselves with ridiculous late fees
Uber did not kill the taxi business
They did it to themselves with too few taxis and
fare control
Spotify did not kill the music industry
They did it to themselves by forcing people to buy
full-length albums
Airbnb did not kill the hotel industry
They did it to themselves with limited availability
and pricing options
There is no place to hide,
and there is No mercy
3.
4. “Customer experience is at the very top of everyone’s
priority list – from the CEO to the CMO to the CIO.
The emergence of new channels, new customer
behaviors, new design breakthroughs, new customer
expectations and new sources of customer data offer
new opportunities to improve the CX and deliver
sustainable competitive advantage.”
Gartner 2017
5. Customer-centricity is a tough sell
We have to
become
customer-centric
That sounds difficult,
veryexpensive
… and toovague
6. Why do we need to
be more customer
centric?
Convince your top team, your colleagues and
peers, in fact everyone
7. It makes money
It reduces costs
It boosts motivation
and oh, there is no choice…
Four Reasons…
8. It makes money
It reduces costs
It boosts motivation
and oh, there is no choice…
Four Reasons…
9. Often times…
The argument for
customer-
centricity is “soft
and fluffy”
I will give you a great
experience because I
really like you…
10. However there is
actually a ‘hard as
nails’ business
case
Happy customers come back, buy
more and stay longer
Through understanding specific
customer needs you can do more
value added activity
Focusing on delivering Successful
Customer Outcomes speeds up
delivery
Prioritizing Successful Customer
Outcomes identifies the stuff you no
longer need to do (removing the
friction from the process)
Employees delivering customer needs
are more motivated
11. However there is
actually a ‘hard as
nails’ business
case
Organizations that dismantle their product silos will quickly differentiate themselves
from competitors by staying profitable in an era of shrinking revenues and expanding
regulation (PWC)
“The One to One program was created for one purpose: to build a customer for life. It’s
based on a simple premise – the more a customer understands and appreciates a
product, the more likely they are to make a deeper emotional connection with that
product, and to return or to recommend the product/service to a friend.”
(Carmine Gallo, Apple)
Wireless pay TV will rapidly grow and change with 5G
Before this transformation, the cable television industry sold cable TV, period. Then
they started to sell Internet. Now they are selling wireless. Think of Comcast Xfinity
Mobile, Charter Spectrum Mobile and Altice Mobile. Along the way, Comcast also
acquired NBC Universal, which gave them loads of content.
They are doing this because the telephone companies are selling competitive television
services. AT&T, for example acquired DirecTV and transformed it into DirecTV NOW.
They expanded their IPTV service and also introduced wireless TV or mobile TV. They
also recently acquired Time Warner, which they renamed Warner Media. This gives
them their own source of new content.
New players
Today, AT&T DirecTV NOW and Comcast Xfinity are the two leading pay television
companies. Ten years ago, these two companies were not direct competitors. Today
they are. The industry has been reinventing itself over the last decade or two and it not
done yet. Competitors and the entire industry will continue to transform themselves and
grow.
IDG – October 2018
12. Better CX Correlates
With Higher revenue
Growth in Most
industries
Jon Picoult's research at Watermark Consulting,
compares the market performance of CX Leaders
and CX Laggards (based on Forrester's Customer
Experience Index).
An organization’s customer satisfaction performance, as
measured by the American Customer Satisfaction Index
(ACSI) methodology, can predict how well the firm will
perform in terms of corporate revenue and earnings growth.
23. Kill me, please
Fact #2
Customer emotions directly impact your employees
“Case study: a return to
work after sickness
absence due to mental
health”.
Flemming F (2017).
24. 69%
of employees say that
they would work harder
if they were better
recognised
49%
of employees say they would
leave their current job for a
company that clearlyrecognised
employees for theirefforts
Source: Salesforce.com, 2012
Fact #3
And employee performance
“Recognition doesn’t just come
from colleagues and managers.
It can also come from customers”
25. YOU ARE IDIOTS !!
YOU ARE
INCREDIBLE !!!
Where would you prefer to work?
26. Employees
enjoying their
work make more
profit
Happier customers (they’ll want more)
Lower levels of staff turnover
(training & recruitmentcosts come down)
Better brand reputation =access attracts
better talent
Lower levels of absenteeism
Increased employee productivity
Happy People make more profit*
> *10 Ways Having Happy Employees Can Increase Profit – Recruitloop, 2016
> Make More Money by Making Your Employees Happy - Dr. Noelle Nelson, 2012
> ”Companies that effectively appreciate employee value enjoy a return on equity & assets
more than triple that experienced by firms that don't. When looking at Fortune's '100 Best Companies
to Work For' stock prices rose an average of 14% per year from 1998-2005,
compared to 6% for the overall market.” Jackson Organization
30. Amazon did not kill the retail industry
They did it to themselves with bad customer
service
Netflix did not kill Blockbuster
They did it to themselves with ridiculous late fees
Uber did not kill the taxi business
They did it to themselves with too few taxis and
fare control
Spotify did not kill the music industry
They did it to themselves by forcing people to buy
full-length albums
Airbnb did not kill the hotel industry
They did it to themselves with limited availability
and pricing options
There is no place to hide,
and there is No mercy
31. • physical product
• digital footprint
• employees
• services
• T&C’s
• process efficiency
• reputation
• brand
• call centre
• guarantees
• social media
• price
• ethics
• leadership
• …
Customers now
assess their
complete
experience and
every interaction
The experience has become THE product
32. 75%
of the C-Suite see the
development of stronger
customer relationships as a
crucial driver of future growth
IBM, Global C-Suite Study, 2017
Customer-centricity: a condition for successful business
88%
of CEO’sare concerned about
customer loyalty and recognise
that mastery of the customer
agenda is essential
KPMG, Customer First, 2016
33. Those who build and deliver Successful Customer Outcomes will
survive those who don’t
The disrupter has you in their sight
Books Electronics Clothing Groceries
Movies
TV content
Cloud computing
Package delivery
Home services Healthcare
Industrial equipment
Pharma machines
Retail stores
Coming soon Banking/insurance Real Estate
Meal preparation Home improvement
35. Why do we need
to be more
customer centric?
Convince your top team, your colleagues and
peers, in fact everyone
36. OK, I get why we should do it,
but it still sounds vague to me
Getting ‘it’ precedes implementation
37. Customer-centricity is challenging, but it’s not brain surgery
There’s a proven tried and tested approach from the BP Group – The CEMMethod™ (v.11)