The document discusses the challenges of providing exceptional customer experiences in a digital economy. It states that while the problem of being customer-focused has largely been solved, the challenge is integrating all of the necessary components to enable this capability. These components include customer experience design, customer information systems, influencing organizational operations to prioritize customers, and developing platforms to systematize customer-centric behaviors and make the organization efficient. It also notes that customer orientation must be balanced with other business priorities and influence organizational strategy through change leadership.
Discover Drew Diskin's 5-Ps of CX in this informative framework for understanding and leveraging the customer experience to market and build excellent brands. This presentation was originally shared with Bryant University students, alumni and faculty worldwide.
How Technology and Ecommerce Are Changing The Face Of Small BusinessesMantis Funding LLC
Like everything else, the face is always changing too. External factors such as public policies, marketing, technology and funding from companies like Mantis funding can influence and affect business operations.
Digital Customer experiance now is the key for successful Digital transformation.
this presentation forces on the importance of the digital customer experience and the main integrants of exceptional customer experience
Discover Drew Diskin's 5-Ps of CX in this informative framework for understanding and leveraging the customer experience to market and build excellent brands. This presentation was originally shared with Bryant University students, alumni and faculty worldwide.
How Technology and Ecommerce Are Changing The Face Of Small BusinessesMantis Funding LLC
Like everything else, the face is always changing too. External factors such as public policies, marketing, technology and funding from companies like Mantis funding can influence and affect business operations.
Digital Customer experiance now is the key for successful Digital transformation.
this presentation forces on the importance of the digital customer experience and the main integrants of exceptional customer experience
We are here to help organizations to become agile and efficient during their digital transformation, we help them to create competitive edge, increase customer satisfaction, minimize the overheads and eventually increase revenue.
Great CX requires a customer-centric mindset... and a lot of careful work. This guide is your introduction to the basics: why CX is important, how to improve it through customer feedback and surveys, plus tips from 100+ CX experts and a report with plenty of CX trends and stats—so you have everything you need to start delivering an exceptional experience for your customers.
„Customer Visit Management System®” is a revolutionary approach that focuses on all aspects of the customer visit and is tightly integrated with your processes and systems.
How do you build digital products that serve real customer needs? Seasoned product development expert, Tatyana Mamut shared her three principles for organizing people, product and processes for customer centricity at Amplitude's DATAfest 2018.
How to Meet the Expectations of Today's Customers | AcefoneNaina Rajput
Customer expectations are rising faster. People interact with businesses via different modes of communication channels. In this situation, meeting customer expectations is not easy at all. Here we explained some points that will be helpful in meeting the expectations of today's customers.
For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-experience-collaboration-interaction-bridges
Keeping commitments to customers can get derailed through internal misunderstandings or messy handoffs. Interaction Bridges is a technique that helps employees collaborate, especially under difficult conditions, to collectively follow-through on customer commitments.
See https://ClearAction.com
How Touchpoint Mapping® can help you increase acquisition, boost retention, and drive brand loyalty by moving more of the right customers closer to your organization.
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
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.
We are here to help organizations to become agile and efficient during their digital transformation, we help them to create competitive edge, increase customer satisfaction, minimize the overheads and eventually increase revenue.
Great CX requires a customer-centric mindset... and a lot of careful work. This guide is your introduction to the basics: why CX is important, how to improve it through customer feedback and surveys, plus tips from 100+ CX experts and a report with plenty of CX trends and stats—so you have everything you need to start delivering an exceptional experience for your customers.
„Customer Visit Management System®” is a revolutionary approach that focuses on all aspects of the customer visit and is tightly integrated with your processes and systems.
How do you build digital products that serve real customer needs? Seasoned product development expert, Tatyana Mamut shared her three principles for organizing people, product and processes for customer centricity at Amplitude's DATAfest 2018.
How to Meet the Expectations of Today's Customers | AcefoneNaina Rajput
Customer expectations are rising faster. People interact with businesses via different modes of communication channels. In this situation, meeting customer expectations is not easy at all. Here we explained some points that will be helpful in meeting the expectations of today's customers.
For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-experience-collaboration-interaction-bridges
Keeping commitments to customers can get derailed through internal misunderstandings or messy handoffs. Interaction Bridges is a technique that helps employees collaborate, especially under difficult conditions, to collectively follow-through on customer commitments.
See https://ClearAction.com
How Touchpoint Mapping® can help you increase acquisition, boost retention, and drive brand loyalty by moving more of the right customers closer to your organization.
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
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.
Customer Care ... CRM ... Customer Experience -- What's the Difference?ClearAction
All organizations can reach higher potential by carefully managing all of the dimensions of customer knowledge, customer well-being, and customer profitability. Make sure CEM is integrated in your strategies and culture. See http://ClearActionCX.com
To differentiate customer experience, do something your competitors aren't doing in customer experience management. Re-examine how you're listening to customers, viewing customers' expectations, and focusing your employees and business rituals on customers. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
Webinar 2009 Service and Support Metrics Survey Results: A Look Behind the Sc...Parature, from Microsoft
As a service and support professional, you hear a lot about best practices in the support center. But what is really happening behind the scenes in today's service center? To find out, Parature and SupportIndustry.com conducted the 2009 Service & Support Metrics Survey. Respondents shared valuable data on metrics directly related to running their support operations, as well as providing humorous insights about some of their most challenging customer interactions.
In this webinar, narrated with industry insight and analysis, Pete McGarahan of McGarahan and Associates, and Gary McNeil, VP of Marketing for Parature will deliver the results of the survey with practical advice and a recommended course of action for all support centers. Attendees will be able to benchmark their own organization's performance against what others are doing today. All participants will also receive a full copy of the survey results.
Customer Experience: Getting past the Barriers to Successsuitecx
This short thought leadership piece describes several barriers to success in Customer Experience (CX) programs and how to move beyond them with the right resources, tools and strategies.
Accenture's report explains how creating effortless experiences are so simple and easy with our data-driven strategy framework to drive growth. Read more.
Customer Value Maximization Platform - An OverviewXerago
Customer Value Maximization is the world's most sophisticated platform for consumer facing firms to maximize value from their customers. Here is an overview of the platform.
Establishing Executive Alignment and Priorities Around Your Company’s Custom...James O'Gara
This is one of several presentations that are part of the Future of the CMO/CXP Executive Education Series -- Hosted by OnMessage.
Establishing Executive Alignment and Priorities Around Your Company’s Customer Experience.
Securing executive alignment and clearly defined priorities
in support of Customer Experience Management is crucial.
Yet, so few companies have a game plan for making this
happen. In most cases customer experience, as a priority
within the business, originates and stagnates within
customer service or call center departments. The initiative
fails to gain traction in other customer-facing areas of
the business. It never receives executive support and
endorsement. As a result, the customer experience never
delivers material business results.
Why is this? For the customer experience to translate into
improved financial performance and become a competitive
advantage, it must be embraced enterprise-wide. It must
be implemented in a cross-functional manner — and, it
has to be a priority for the CEO and the entire C-suite.
View entire presentation.
Why Your Best Salesperson May Be a Customer Support RepCognizant
Using rich data, powerful analytics and integrated toolsets, support organizations in the communications and technology industry can achieve a real-time understanding of customer challenges, enabling them to convert troubleshooting exercises into rewarding experiences and convert customers into brand ambassadors.
The Future of Contact Centers Artificial IntelligenceJim Iyoob
It is not possible to have your company everywhere all the time, right? But today’s customers want it fast, they want it good and they want it their way. Your customer will leave you if it’s not their way; you can expect up to 95% of them to tell their friends, family and co-workers about their bad experience. Matt Rocco and I have put in a lot of work together to write “The Future of Contact Centers”.
Similar to The problem of customer orientatino is largely solved if you have the will to implement (20)
Building an effective business architecture and metrics capabilityMatthew De George
Building an effective business architecture capability is fundamentally about organisational change management. A siloed business architecture capability is no capability at all. This is a conversation starter by Matthew De George to help ensure your initiative gets off to a good start.
Business Process Management 2013 - Information Management Roadmap Workshop - ...Matthew De George
"About the workshop:
Business performance improvement happens one decision at a time. Around each decision is a nexus of information which links the decision to your organisation's strategy, financial performance, and to customer value.
When BPM initiatives aren't aligned to the way modern organisations govern and optimise information, they are limited in their effectiveness.
Attend this workshop to understand how aligning your BPM initiatives with your information management agenda can dramatically improve process performance and decision-making across your organisation.
Attendees will learn how to:
Identify the information assets critical to your organisation
Develop strategies to enhance your BPM initiative through improved information
management
Structure programs which integrate information with BPM
Manage real-time customer experiences
Create rich digital channels
Drive productivity improvements"
The problem of customer orientatino is largely solved if you have the will to implement
1. Solving the “Customer Focused" Challenge
The problem of being customer oriented in a digital
economy has been largely solved. The problem is
integrating all of the pieces that enable this capability.
2. Exceptional customer experience
doesn’t happen by accident. While you
can’t dictate to your customers why
their ideal experience consists of, you
must design and maintain an idealise
optimal experience for each of your
customer archetypes.
The voice of the customer comes in
many forms. You have to listen to your
customers. But you also have to listen
to those in your organisation who listen
to your customers. You also have to
read the tea-leaves in your data that
properly integrated and interpreted tell
you what your customers are thinking,
experiencing, or about to do - either
individually, in aggregate, or by proxy either before or after they do.
Customer
Experience
Design
The Customer
Information
The Customer
Organisational
Unit
The Influence
on Operations
The Platform(s)
The platform goes beyond technology.
It is about systemisation, reinforcing
behaviours. It’s about making customer
orientation efficient.
Organisations are influenced by the
needs of many stakeholders and
economic forces. Uplifting your
organisation’s customer orientation is
by definite at odds with the incentives,
behaviours, and decisions which have
evolved from the other forces.
Customer orientation cannot disregard
these other business imperative however, it must be part of the
rebalancing of the organisation as a
whole. Without influence all talk of
customer orientation is veneer.
3. Customer
Trends
Customer
Life-Cycles
Brand
Experience
Competition
Content
Touch-points
& Episodes
NPS
Customer
Profile
Multiview &
Matching
Experience
Instances
Customer
Touchpoint Integrity
Concepts
Information
Characteristics
Integrated
Accurate
Timely
Customer
Experience
Design
Amplification &
Remediation
Doing it ...
Evidence-based
decision making
Sustaining it…
Architecting
for Agility
… right
The Customer
Organisational
Unit
Customer Advocacy
Office
Actionable
Context
Customer Experience
Campaigns
Strategy versus Design
versus Implementation
Content
The Customer
Information
Differentiation
Information Life-Cycle
Management & Governance
… Governance
Chief Executive
Customer
Detect-andRespond
Long-term allocation of
resources
Influence
on strategy
The Influence
on Operations
Change design
Organisational Change
Leadership
Operational
Governance
A governed body of information
for decision making
Resource Allocation & Action
The Platform(s)
Effective use of technology
MDM
Multi-View of
Customer
Data
Integration
Appropriate use of technology
DHW vs Enterprise
Integration
Business Intelligence &
Analytics
Efficient use of technology
Mini Allocation
of Resources
BPM & Operational
Governance
Product
Customisation
Influence on
products
Change readiness
& implementation
Organisational Change
Management