A Customer Experience revolution is transforming the business landscape catalyzed by redesigning the 'Process' that connects customers with their channel partners both up- and down-stream. Remarkably, Customer Experience transformation has proven to generate 30-50% revenue and profit improvement for companies, by driving revenues AND reducing expenses. Business Process professionals have a major role to play in this transformation - but new approaches, stakeholders, and technologies are needed to create breakthrough results.
Clinton Gary\'s presentation titled "Externally-Oriented Experience Management for the Web-Driven General Counsel" at the 2010 Hubbard One Innovation Forum
A Conceptual Framework for Managing Customer Experience and Analytics (using ...Lorien Pratt
What is the role that analytics play in customer experience management (CEM) analytics in telecom? A TM Forum report said that, if "data is the backbone" of CEM, then "analytics is the nervous system" that distributes it to usable destinations.
This presentation starts with "holistic" CEM ideas (which it calls MCE because that was the TM Forum acronym at the time), and moves into how analytics can help to support CEM throughout the lifecycle. It shows how Decision Engineering can be an important part of this process
The Global State of Customer Experience 2016CX Netowrk
We have collected the data from the over 700 responses for this report, to provide you with insights into the trends, challenges, investment priorities that will be shaping customer experience and the digital transformation of organisations. We compared the responses from our practitioner community with that of solution providers and analysts, to see where they align and where there is a marked difference.
This report includes:
1. An exclusive foreword by Forrester CMO, Victor Milligan
2. Top tips to overcome the biggest challenges facing CX leaders today
3. Insights from industry experts from Facebook, boohoo, Orange, Time Out, Euroloan Group and more
4. Advice on how organisations can keep the customer at the heart of their digital transformation
5. A look at the leaders within customer experience and what you can learn from them
This presentation highlights the criticality of governance in Customer Journey Mapping and addresses some frequently asked questions around how to build a customer experience effort that is lasting and strong.
Your VoC Programme is underperforming - and you know it WebinarFuturelab
The webinar to go with the whitepaper Your VoC Programme is underperforming and you know it - do something about it: https://www.linkedin.com/posts/stefankolle_your-voc-programme-is-underperforming-and-activity-6656138043298324480-t96j
PS business is complicated. Arriving at the right balance of delivering customer success along with commercial success is not easy. This presentation of mine attempts to highlight tried and tested strategies that have worked for me again and again.
Clinton Gary\'s presentation titled "Externally-Oriented Experience Management for the Web-Driven General Counsel" at the 2010 Hubbard One Innovation Forum
A Conceptual Framework for Managing Customer Experience and Analytics (using ...Lorien Pratt
What is the role that analytics play in customer experience management (CEM) analytics in telecom? A TM Forum report said that, if "data is the backbone" of CEM, then "analytics is the nervous system" that distributes it to usable destinations.
This presentation starts with "holistic" CEM ideas (which it calls MCE because that was the TM Forum acronym at the time), and moves into how analytics can help to support CEM throughout the lifecycle. It shows how Decision Engineering can be an important part of this process
The Global State of Customer Experience 2016CX Netowrk
We have collected the data from the over 700 responses for this report, to provide you with insights into the trends, challenges, investment priorities that will be shaping customer experience and the digital transformation of organisations. We compared the responses from our practitioner community with that of solution providers and analysts, to see where they align and where there is a marked difference.
This report includes:
1. An exclusive foreword by Forrester CMO, Victor Milligan
2. Top tips to overcome the biggest challenges facing CX leaders today
3. Insights from industry experts from Facebook, boohoo, Orange, Time Out, Euroloan Group and more
4. Advice on how organisations can keep the customer at the heart of their digital transformation
5. A look at the leaders within customer experience and what you can learn from them
This presentation highlights the criticality of governance in Customer Journey Mapping and addresses some frequently asked questions around how to build a customer experience effort that is lasting and strong.
Your VoC Programme is underperforming - and you know it WebinarFuturelab
The webinar to go with the whitepaper Your VoC Programme is underperforming and you know it - do something about it: https://www.linkedin.com/posts/stefankolle_your-voc-programme-is-underperforming-and-activity-6656138043298324480-t96j
PS business is complicated. Arriving at the right balance of delivering customer success along with commercial success is not easy. This presentation of mine attempts to highlight tried and tested strategies that have worked for me again and again.
Business Process Professional: Dream Job of the FutureNathaniel Palmer
My presentation from the breakfast keynote at the Forrester Business Process Forum; focus on the career path of business process professionals from the perspective of a hiring manager.
New Approach to Customer Experience Management CX Pilots
There are ways to lower risk, cost and speed of effectiveness in raising the Customer Experience bar in your organization. This is a focus on developing quick wins to get better #custexp outcomes in shorter time frames.
I was invited to give a talk at Eastside Incubator on how startups can incorporate customer experience management into their companies. These are the slides. You can read my blog post on this topic (http://businessoverbroadway.com/three-customer-experience-management-tips-for-startups) that are a good complement to these slides.
Setting Up Your Growth Team To Scale - David Mausolf, 20th Century FoxTraction Conf
One of the biggest challenges founders and executives are facing is how to scale your growth organization from early-stage (Seed/Series A) to late-stage (Series D+). Balancing investments in your core product vs. growth headcount isn’t easy. What are the key investments you should look to make as your growing 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
Leadership Strategies for High Performance Contact CentresTina Arora
This Presentation was prepared & shared by me as a Guest Speaker at a Conference on 'Customer Experience and Service Quality Excellence', organised by Gripel (www.gripel.com), on 27 and 28 May 2011.
One of the most common mistakes businesses make is that they forget to align their business goals with their customer experience goals. How does this manifest most frequently? They are not tracking the right KPIs. This presentation will share with you what KPIs to track for the 4 primary business goal buckets.
Best practices in customer experience mappingsuitecx
6-step guide to conducting a successful customer journey / customer experience mapping exercise. Over 30 years of expertise goes into this best practice guide.
4 overlooked key competencies in customer experience management for sustainable business results (white paper). See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
This presentation on Customer Experience Management was delivered at The Social CRM Conference in Singapore on the 21/01/2014. The event was attended by Senior Marketing Executives from around the Asia Pacific and Japan region.
Is there a single best approach to Customer Journey Mapping? This roundtable will focus on the way in which Customer Journey Mapping can fit into different company cultures and needs. We will discuss several different approaches, from broad based to deep dive mapping, as well as when each approach is most appropriate, and how best to achieve success not only in the mapping effort, but in socializing your maps and making them actionable in broader CEM programs.
Business Process Professional: Dream Job of the FutureNathaniel Palmer
My presentation from the breakfast keynote at the Forrester Business Process Forum; focus on the career path of business process professionals from the perspective of a hiring manager.
New Approach to Customer Experience Management CX Pilots
There are ways to lower risk, cost and speed of effectiveness in raising the Customer Experience bar in your organization. This is a focus on developing quick wins to get better #custexp outcomes in shorter time frames.
I was invited to give a talk at Eastside Incubator on how startups can incorporate customer experience management into their companies. These are the slides. You can read my blog post on this topic (http://businessoverbroadway.com/three-customer-experience-management-tips-for-startups) that are a good complement to these slides.
Setting Up Your Growth Team To Scale - David Mausolf, 20th Century FoxTraction Conf
One of the biggest challenges founders and executives are facing is how to scale your growth organization from early-stage (Seed/Series A) to late-stage (Series D+). Balancing investments in your core product vs. growth headcount isn’t easy. What are the key investments you should look to make as your growing 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
Leadership Strategies for High Performance Contact CentresTina Arora
This Presentation was prepared & shared by me as a Guest Speaker at a Conference on 'Customer Experience and Service Quality Excellence', organised by Gripel (www.gripel.com), on 27 and 28 May 2011.
One of the most common mistakes businesses make is that they forget to align their business goals with their customer experience goals. How does this manifest most frequently? They are not tracking the right KPIs. This presentation will share with you what KPIs to track for the 4 primary business goal buckets.
Best practices in customer experience mappingsuitecx
6-step guide to conducting a successful customer journey / customer experience mapping exercise. Over 30 years of expertise goes into this best practice guide.
4 overlooked key competencies in customer experience management for sustainable business results (white paper). See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
This presentation on Customer Experience Management was delivered at The Social CRM Conference in Singapore on the 21/01/2014. The event was attended by Senior Marketing Executives from around the Asia Pacific and Japan region.
Is there a single best approach to Customer Journey Mapping? This roundtable will focus on the way in which Customer Journey Mapping can fit into different company cultures and needs. We will discuss several different approaches, from broad based to deep dive mapping, as well as when each approach is most appropriate, and how best to achieve success not only in the mapping effort, but in socializing your maps and making them actionable in broader CEM programs.
CoExistence: Today’s Performance Engine and Tomorrow’s Innovation EnergyBrad Power
There are four powerful and competing forces operating in all organizations today: (1) the turbulence of daily work, (2) incremental process improvement, (3) sustaining innovations, and (4) disruptive innovations. All are essential but truly different in most respects. In a perfect environment, with finite resources, an organization would have all operating together in harmony, with the right proportion of resources devoted to each. How do you get the balance right in your organization?
Remote Possibilities: Enabling Remote Operations for COVID Phase-2SafetyChain Software
London Consulting Group breaks down remote data capture, virtual audits, automated OEE, and the fastest route to operational flexibility: Fully Remote Operations Management Capabilities - the key to manufacturing resiliency in 2020-2021.
Do More with Unified Sourcing and Supplier Engagement Scout RFP
How does “obsessing over the customer” translate to big business value? Before Scout’s inception in 2014, industry conversations exposed an overlooked, yet pivotal, business challenge for Sourcing and Procurement. Fast forward to hundreds of interviews, refined prototypes, many late nights, and over 175 customers later, now we’re onto something big. Join Scout’s co-founders for SPARK’s opening keynote as we take you on this journey to re-define the future of Strategic Sourcing.
Total Customer Experience Management Overview #TCE #CEM -- The Why, What and HowVishal Kumar
This is a CEM tutorial & TCELab introduction presentation we put together for our TCELab Sales Affiliates and Partners -- explains an overview of Total Customer Experience Management, Why your customer's CEO's will love it, your opportunity, and how TCELab's products and services fit into the CEM / Big Data / Customer Loyalty Space.
A must watch for CEM enthusiast or any business professionals interesting in reducing churn.
Find video at: http://www.youtube.com/watch?v=BFPDmM4Ct1E
Or read it in our corporate blog: http://tce.io/tutecast
Video itinerary:
0:00:07 What is Customer Experience Management (CEM)?
0:02:04 Why do CEO’s care?
0:04:15 Why CEM vendor should be excited?
0:07:15 What does CEM Program looks like?
0:07:45 Design of a CEM Program: CEM Program Components
0:11:20 Design of a CEM Program: Disparate Sources of Business Data
0:14:23 Design of a CEM Program: Data Linkage (connecting data to answer different question)
0:17:17 Design of a CEM Program: Integrating your business data (mapping organization silos with survey type)
0:20:58 Design of a CEM Program: Three ways to grow business… why just NPS is not enough?
0:25:40 TCELab product plug but some cross winds of CEM gold information
0:33:10 TCELab CLAAP Platform but some cross winds of CEM gold information
0:39:00 TCELab product execution process, time-lengths & other relevant information around it (information relevant to affiliate networks)
0:43:30 TCELab product lists (information relevant to affiliate networks)
0:52:40 TCELab case study: Kashoo + lot of good information for SAAS companies CEM program
For More, please visit http://www.tcelab.com
Total Customer Experience Management Overview #TCE #CEM -- The Why, What and HowTCELab LLC
This is a CEM tutorial & TCELab introduction presentation we put together for our TCELab Sales Affiliates and Partners -- explains an overview of Total Customer Experience Management, Why your customer's CEO's will love it, your opportunity, and how TCELab's products and services fit into the CEM / Big Data / Customer Loyalty Space.
A must watch for CEM enthusiast or any business professionals interesting in reducing churn.
Find video at: http://www.youtube.com/watch?v=BFPDmM4Ct1E
Or read it in our corporate blog: http://tce.io/tutecast
Video itinerary:
0:00:07 What is Customer Experience Management (CEM)?
0:02:04 Why do CEO’s care?
0:04:15 Why CEM vendor should be excited?
0:07:15 What does CEM Program looks like?
0:07:45 Design of a CEM Program: CEM Program Components
0:11:20 Design of a CEM Program: Disparate Sources of Business Data
0:14:23 Design of a CEM Program: Data Linkage (connecting data to answer different question)
0:17:17 Design of a CEM Program: Integrating your business data (mapping organization silos with survey type)
0:20:58 Design of a CEM Program: Three ways to grow business… why just NPS is not enough?
0:25:40 TCELab product plug but some cross winds of CEM gold information
0:33:10 TCELab CLAAP Platform but some cross winds of CEM gold information
0:39:00 TCELab product execution process, time-lengths & other relevant information around it (information relevant to affiliate networks)
0:43:30 TCELab product lists (information relevant to affiliate networks)
0:52:40 TCELab case study: Kashoo + lot of good information for SAAS companies CEM program
For More, please visit http://www.tcelab.com
WORKING TOGETHER TO WIN AT BASF: DEVELOPING AND ALIGNING BUSINESS & TALENT ST...Human Capital Media
The human resources function at BASF Corp. serves as a great example of how to help businesses drive growth and profitability through customized people, leadership, organization and culture strategies. In this webinar, “Working Together to Win at BASF: Developing and Aligning Business & Talent Strategies,” a diverse group of strategic HR and business leaders from BASF in North America come together to share some of their best practices around understanding specific business needs and delivering a customized and on-demand human capital solution that is sustainable and a value-add.
Three supporting learning objectives/session takeaways:
Collaboration is key: A strategic HR solution extends beyond the individual and lives within the flexibility of the entire HR model.
The customer comes first: Understanding not only the business strategy but also how the business strategy will bring value to the end customer when aligning an appropriate talent strategy is vital.
Live with a continuous improvement mindset: Come to the table every day with the mindset that there is always room for improvement and ensure that the HR solution you are providing is solving for the true need of the business.
Customer Experience is a key differentiator – globally, 81% of consumers are willing to pay more for a better experience [Capgemini]. Learn about the changing customer environment, how to go about creating a customer experience-led approach and the benefits it will bring!
This presentation covers the entire aspects of 6 sigma quality methodology. You can have this presentation as a reference to anything related to 6 sigma. This is one of the best material to be refereed before the implementation of 6 sigma in your organization, whether it is in service sector or in manufacturing..
The tweedledee and tweedledum of portfolio management 2021Svetlana Sidenko
The BRM role clarity is not a new topic. Everyone who has ever been involved with a BRM in one way or another, understands that often the role boundaries fall into a grey zone. However, in each organization the role clarity, or lack of it, manifests itself in different ways and it depends on whether the BRM is positioned strategically or tactically, on organizational culture, industry, size of the organization, and many other factors. Join to hear the success and challenges of BRM and Service Owners in the Harvard Business School and how they team up to optimize the business value. In today’s reality of volatile, uncertain, complex and ambiguous (VUCA) environments and the age of accelerated digital transformation where service organizations invariably struggle to keep up with the velocity of demand, it has become even more imperative that the roles of the BRM and Service Owner, both connective tissues between various parts of the organization with its partners, be lock stepped in the maximization of value and co-creation of transformation.
Brad Power - Don't Just Improve Work, Innovate ContinuouslyBrad Power
Big companies can win with information technology if they adopt the practices of digital leaders. Operational excellence needs to be updated with product excellence.
Overview of the Implementing Innovation CourseBrad Power
Leading high tech companies (such as Amazon and Google) are achieving a new standard of performance, combining operational excellence and innovation simultaneously. Established companies (such as GE and IBM) are introducing innovation into their traditional management approaches to similarly achieve growth and cost reduction. We apply the lens of process management to examine the operating model which makes this possible, and introduce a number of topics covered in our course:
What is continuous innovation?
How to structure experiments?
How to create an environment for innovation?
Thanks to the broad proliferation of digital channels such as email, text, chat, display ads, paid search ads, social media, ecommerce and website interactions, your customer's buying process has grown to be highly complex. Before making a purchase decision, a prospective customer will engage numerous times with your brand and your people through many different channels - sometimes over many days, weeks, and months. And, after the decision is made, the fun really begins. Empowered with digital media channels of their own, customers can become your greatest advocates or your worst nightmare. So, how are you responding?
Andy singleton continuous delivery-fcb - nov 2014Brad Power
Software is an important tool for improving the speed, reliability, and quality of existing processes in every corner of a modern enterprise. Now revolutionary software development practices adopted by online leaders like Amazon, Facebook, and Google have achieved new levels of speed and flexibility. New software is broken into smaller pieces: big 'waterfall' releases are replaced by smaller 'agile sprints', and then into a continuous flow of smaller components - each optimized with specific points of measurement and feedback.
Designing for Customer Action - Enhancing Performance Through Positive Behavi...Brad Power
Too many customer-focused product and service innovations create little more than 'better sameness'. Moving beyond better sameness requires targeting innovation in the areas of maximum financial impact, focusing on the essential rather than on the 'nice to haves'.
The lynchpin is focusing innovation on a highly prioritized set of behavioral outcomes. In this webinar, Frank Capek shares a three-step process and case examples that illuminate how to design processes that positively and profitably influence customer behavior.
Breakdowns and Breakthroughs: Handoffs Between Sales and MarketingBrad Power
Hear about Iron Mountain's process journey in the uncharted waters of sales and marketing, including:
Insight into typical sales and marketing processes that are commonly in need of improvement
The challenge of applying process concepts into functions that traditionally resist formal process design
Ways in which the organization was able to make process improvements stick
Engaging the Organization in Process Thinking - AnonymousBrad Power
A director of global processes at a multi-national company has a vision of global process management that includes an enterprise process model, process owners, measures, and targets. But, reality at his company is quite different. The company doesn't have strong support at the top for process. They think process means restrictions and costs. How would you advise that he get stronger executive sponsorship?
Process Innovation Capabilities Diagnostic Tool - Working DraftBrad Power
Designed to be simple amd practical, this tool should be relevant to everyone interested in improving process performance. This Process Innovation Capabilities Diagnostic is built upon a comprehensive operating model called the 6 P's. These six dimensions form the structure of the diagnostic:
purpose
process
power
people
platforms
performance
Hallmark's Process Journey and Center of Excellence for IntegrationBrad Power
In 2007, Hallmark embarked on Project Horizon, an implementation of a software package for most core systems (SAP) and Lean. Twenty-five major end-to-end processes were identified, and 'process owners' and other roles were assigned to each process, and a Process Council organized to coordinate activities and prioritize improvement projects. Three years later (in 2010), as the major system deployments were winding down, Tony Marolt brought forward the idea of creating a Center of Excellence to keep these hybrid (business process and technical) experts together.
How Sloan Valve Has Implemented Process Management: A Journey of Process Inte...Brad Power
Tom Coleman, Chief Information Officer and Chief Process Officer at Sloan Global Holdings, shares over a decade of experience and lessons from process management, focusing on the key role of linking everything to a cross-functional strategic planning process.
Process Innovation Capabilities: What's New, and a New Diagnostic?Brad Power
1. What has changed in the last decade in process innovation?
2. What are the biggest and most painful issues and challenges you are facing in process innovation?
3. Would you find an updated process innovation diagnostic tool valuable?
Customer Intimacy, Meet Operational ExcellenceBrad Power
Retailer L.L.Bean and healthcare provider ThedaCare have historically emphasized providing unique solutions for each customer, but they are currently focusing on operational excellence to compete successfully.
Can you do both at the same time?
CoExistence: Today’s Performance Engine and Tomorrow’s Innovation EnergyBrad Power
There are four powerful and competing forces operating in all organizations today: (1) the turbulence of daily work, (2) incremental process improvement, (3) sustaining innovations, and (4) disruptive innovations. All are essential but truly different in most respects. In a perfect environment, with finite resources, an organization would have all operating together in harmony, with the right proportion of resources devoted to each.
How do you get the balance right in your organization between today and tomorrow?
Critical Success Factors of Process RedesignBrad Power
The disciplines for a successful process redesign include having a clear process, roles and organization, and a strategy.
What are the critical success factors for process redesign?
TetraPak Develops Change Management SkillsBrad Power
Packaging company TetraPak responded to increasing change by developing one common approach to change management, then rolled out training and deployed transformation experts. How do you build change skills in your organization?
How IBM Enables Its Workers to Innovate: Replace Management Selection with Cr...Brad Power
IBM runs two programs out of their CIO Lab that encourage employees to share ideas and create prototypes, and helps them get their innovative projects in the hands of the crowd to uncover powerful new technology. I Fund IT is an in-house crowdfunding platform, and the Technology Adoption Program (TAP) helps employees create and try experimental software. Can your organization replace management decisions with crowd decisions?
Process Redesign: Critical Success FactorsBrad Power
The disciplines for a successful process redesign include having a clear process, roles and organization, and a strategy. What are the critical success factors in each area?
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
Key Takeaways:
Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
Monthly Social Media News Update May 2024Andy Lambert
TL;DR. These are the three themes that stood out to us over the course of last month.
1️⃣ Social media is becoming increasingly significant for brand discovery. Marketers are now understanding the impact of social and budgets are shifting accordingly.
2️⃣ Instagram’s new algorithm and latest guidance will help us maintain organic growth. Instagram continues to evolve, but Reels remains the most crucial tool for growth.
3️⃣ Collaboration will help us unlock growth. Who we work with will define how fast we grow. Meta continues to evolve their Creator Marketplace and now TikTok are beginning to push ‘collabs’ more too.
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
Digital Commerce Lecture for Advanced Digital & Social Media Strategy at UCLA...Valters Lauzums
E-commerce in 2024 is characterized by a dynamic blend of opportunities and significant challenges. Supply chain disruptions and inventory shortages are critical issues, leading to increased shipping delays and rising costs, which impact timely delivery and squeeze profit margins. Efficient logistics management is essential, yet it is often hampered by these external factors. Payment processing, while needing to ensure security and user convenience, grapples with preventing fraud and integrating diverse payment methods, adding another layer of complexity. Furthermore, fulfillment operations require a streamlined approach to handle volume spikes and maintain accuracy in order picking, packing, and shipping, all while meeting customers' heightened expectations for faster delivery times.
Amid these operational challenges, customer data has emerged as an important strategy. By focusing on personalization and enhancing customer experience from historical behavior, businesses can deliver improved website and brand experienced, better product recommendations, optimal promotions, and content to meet individual preferences. Better data analytics can also help in effectively creating marketing campaigns, improving customer retention, and driving product development and inventory management.
Innovative formats such as social commerce and live shopping are beginning to impact the digital commerce landscape, offering new ways to engage with customers and drive sales, and may provide opportunity for brands that have been priced out or seen a downturn with post-pandemic shopping behavior. Social commerce integrates shopping experiences directly into social media platforms, tapping into the massive user bases of these networks to increase reach and engagement. Live shopping, on the other hand, combines entertainment and real-time interaction, providing a dynamic platform for showcasing products and encouraging immediate purchases. These innovations not only enhance customer engagement but also provide valuable data for businesses to refine their strategies and deliver superior shopping experiences.
The e-commerce sector is evolving rapidly, and businesses that effectively manage operational challenges and implement innovative strategies are best positioned for long-term success.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
Core Web Vitals SEO Workshop - improve your performance [pdf]Peter Mead
Core Web Vitals to improve your website performance for better SEO results with CWV.
CWV Topics include:
- Understanding the latest Core Web Vitals including the significance of LCP, INP and CLS + their impact on SEO
- Optimisation techniques from our experts on how to improve your CWV on platforms like WordPress and WP Engine
- The impact of user experience and SEO
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos.
So is there science behind what makes people absolutely irresistible on camera?
The answer: definitely yes.
In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
For too many years marketing and sales have operated in silos...while in some forward thinking companies, the two organizations work together to drive new opportunity development and revenue. This session will explore the lessons learned in that beautiful dance that can occur when marketing and sales work together...to drive new opportunity development, account expansion and customer satisfaction.
No, this is not a conversation about MQLs and SQLs. Instead we will focus on a framework that allows the two organizations to drive company success together.
5 big bets to drive growth in 2024 without one additional marketing dollar AND how to adapt to the biggest shifting eCommerce trend- AI.
1) Romance Your Customers - Retention
2) ‘Alternative’ Lead Gen - Advocacy
3) The Beautiful Basics - Conversion Rate Optimization
4) Land that Bottom Line - Profitability
5) Roll the Dice - New Business Models
Come learn how YOU can Animate and Illuminate the World with Generative AI's Explosive Power. Come sit in the driver's seat and learn to harness this great technology.
Short video marketing has sweeped the nation and is the fastest way to build an online brand on social media in 2024. In this session you will learn:- What is short video marketing- Which platforms work best for your business- Content strategies that are on brand for your business- How to sell organically without paying for ads.
Financial curveballs sent many American families reeling in 2023. Household budgets were squeezed by rising interest rates, surging prices on everyday goods, and a stagnating housing market. Consumers were feeling strapped. That sentiment, however, appears to be waning. The question is, to what extent?
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Driving Growth and Profitability through Customer Experience & Process Transformation
1. Driving Growth and Profitability through
Customer Experience & Process Transformation
2. Customer Experience & Business Process Improvement
2
Complementary – or Conflicting – Approaches?
Different – or similar – toolkits?
Same stakeholders?
3. Case Example:
Reed Construction Company
3
Revenue Growth
(Millions)
Growth Challenges
$150
$120
$90
$60
$30
$150MM growth objective
Business Development capacity
Project Execution discipline and
scalability
Lack of infrastructure – process
or technology
$0
2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010
2011
4. Customer Experience Approach to Transformation
4
CX &
Economic
Baseline
Leverage
Points for
Improvement
Customer
Experience &
Process
Transformation
Plan
Measurement
& Plan
Refinements
Implementation
and Employee
Engagement
5. Customer Experience Baseline
5
Customer Loyalty is high … Happy customers spend more each year
Average Revenue per Year
$1,221
(,000)
$952
$477
$1,500
$1,000
$500
$-
Promoters Passives Detractors
8%
32%
60%
Promoters
Passives
Detractors
Net Promoter Score
NPS = 52
Happy customers are far more profitable
over their lifecycle
Average Lifecycle Profitability
$914
(,000)
$639
$289
$1,000
$800
$600
$400
$200
$-
Promoters Passives Detractors
Customers identified their key pain points
Responsiveness
Project Team / Company…
0% 20% 40% 60% 80% 100%
Quality of Supervision
Quality of construction
“Competitive” Project Cost
Ability to meet schedule
Project close-out (“punchlist”)
Sub-contractor mgmt.
Better than Competition Worse than Competition
6. Construction Company – Enterprise Process Model
CLOSEOUT
& FINAL
COMPLETION
6
PROJECT SCOPE/
DESIGN
GC INQUIRY &
QUALIFICATION
RFP AWARD
PROJECT
C U S T O M E R E X P E R I E N C E C Y C L E
MANAGE CAPITAL
AND FINANCIALS
CLOSEOUT-TO-REFERRAL
MANAGE EQUIPMENT
& FACILITIES
MANAGE
SUBCONTRACTORS
D E V E L O P P R O J E C T
M A N A G E M E N T C A P A B I L I T I E S E N A B L I N G P R O C E S S E S
AWARENESS-TO-INQUIRY
DEVELOP/MANAGE
IT / TECHNOLOGY
PROPOSAL
REVIEW
POST-CONSTR.
SERVICES
A C Q U I R E C U S T O M E R S
REFERRAL
INQUIRY – TO - AWARD CONTRACT-TO-CLOSEOUT
EXTEND CUSTOMER
RELATIONSHIP
ESTABLISH
PROJECT
SCOPE
REVIEW RFQ
RESPONSES
PROPOSAL
DEV.
D E L I V E R P R O J E C T S
CONTRACT
REVIEW
GENERATE/
LEVERAGE
REFERRALS
SELL POST-CONSTRUCTION
SERVICES
DEVELOP & FOSTER A CUSTOMER-DRIVEN CULTURE
DEVELOP/ MAINTAIN
ARCHITECT CHANNEL
DEVELOP/ MAINTAIN
CHANNEL COMMUNICATIONS
D E V E L O P & M A N A G E
C U S T O M E R S & C H A N N E L S
MANAGE PEOPLE
DEVELOP/ MAINTAIN
BROKER CHANNEL
ISSUE
RFQ
CONSTRUCTION
PROCESS
PROJECT
CLOSE-OUT
DELIVER
PROPOSAL
B&F
PROPOSAL
BUILD BROKER /
ARCHITECT
RELATIONSHIPS
PRE-RFP
ACTIVITIES
SUBSTANTIONAL
COMPLETION
BUYOUT &
SCHEDULING
PROJECT
MOBIL-IZATION
WEEKLY /
MONTHLY
REVIEWS
PROJECT ACCOUNTING
& BILLING
PROJECT PLANNING &
DOCUMENTATION
PROJECT REPORTING
Projects drag
out at the end
- needlessly
Good subcontractors
inspire confidence in
your work
Good supervisors
understand the job upfront
– and handle issues early
Quality of management is highly
variable – everyone has their
own way of doing business
We rely on the network
of two people to secure
projects
7. 7
Construction Company – Actions and Results
Key Actions Company Results
$160
$140
$120
$100
$80
$60
$40
$20
$0
Revenues
2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010
2011
2012
2013
2014
2015
2016
Core Process Redesign
Construction process, end-to-end
New technology design & implementation
Leverage of internal & external best
practices
Business development process design
Lead generation and tracking
Salesforce.com installed
DocuSign to streamline contracts and
paperwork
Employee engagement
Employee engagement survey
Linkage to CX
Training & Onboarding
Talent mgmt. & career planning processes
Revenue up 60% +
Profits up 50%
Customer NPS up +10 points
8. Case Example:
Security Software Company
8
Revenue Growth
(Millions)
2007 2008 2009 2010 2011 2012
Growth Situation
$150
$120
$90
$60
$30
$0
Strong product position (Forrester)
Technology delivery process is
undisciplined and internally-driven
Drivers of customer decision-making
unknown
Lack business process maturity
leading to inconsistent service
9. Customer Experience Baseline
Security Software company
9
Customer Loyalty is high … Happy customers spend more each year
Average Revenue per Year
$117,678
$77,759
$56,963
$140,000
$120,000
$100,000
$80,000
$60,000
$40,000
$20,000
$0
Promoters Passives Detractors
24%
14%
63%
Promoters
Passives
Detractors
Net Promoter Score
NPS = 49
Happy customers are far more profitable
over their lifecycle
Average Lifecycle Profitability
$470,712
(,000)
$272,157
$170,889
$500,000
$400,000
$300,000
$200,000
$100,000
$-
Promoters Passives Detractors
Key Driver of NPS and Profitability
NPS by ROI Performance
-14
48
87
100
50
0
-50
Met
Barely met /
Did not meet
Surpassed /
Overwhelmingly
Exceeded
“How well did we meet your ROI/TCO expectations?”
10. Customer Lifecycle Metrics support increased technical investment
– that drives loyalty and profitability
POC / Scope /
System Design
Quote /
Revisions
Purchase &
Contracting
Operation &
Trained Customers:
- 10% better support scores
- 15% more satisfied
- Represent only 50% of
Total customers
Transition
Support
Renewal /
Repurchase/
Referral
Customer Experience
Awareness
(Prospect)
Consideration &
Inquiry
(Evaluation)
Configuration /
Implementation
(Post-award
execution)
Training
(Post-award
execution)
Support customers have
NPS scores 30 points
higher than others
Customers with higher levels of
Professional Services have NPS
scores 40 points higher than others
High ROI customers have
NPS scores 40-80 points
higher than others –
Profitability is $55k - $75K
higher
Highly Satisfied clients
are 50%-100% MORE
profitable ($40k-$60k
per year increase)
11. 11
Enterprise Process Model & Customer-driven Priorities
SECURITY NEEDS/
AWARENESS
INQUIRY SCOPE /
DESIGN
RFP /
RFQ
INSTALL
ORDER TRAIN
USE
PRODUCT
C U S T O M E R E X P E R I E N C E C Y C L E
NEXT GEN
PRODUCT
INPUT
S E R V I C E C U S T O M E R S
DEVELOP/MANAGE
ACQUISITIONS & ALLIANCES
MANAGE PROJECT
EXECUTION & OUTCOMES
MANAGE CAPITAL
AND FINANCIALS
UPGRADE/
REPURCHASE/
RETENTION
INSTALL-TO-REFERRAL
MANAGE VENDOR
RELATIONSHIPS
MANAGE EQUIPMENT
& FACILITIES
A C Q U I R E C U S T O M E R S
AWARENESS-TO-
INQUIRY
CREATE
AWARENESS
GENERATE
LEAD/
INQUIRY
USERS
MANAGE
RFQ
DEVELOP/ MAINTAIN
PARTNER CHANNEL
M A N A G E
P R O D U C T S E N A B L I N G P R O C E S S E S
REFERRAL
INQUIRY-TO-ORDER ORDER-TO-INSTALL
DEEPEN CUSTOMER
RELATIONSHIP
MANAGE
LEAD
DESIGN
& QUOTE
ORDER
SUPPORT
UPGRADE/FIX/
FEATURE
REQUESTS
ONBOARDING
GENERATE/
LEVERAGE
REFERRALS
CROSS-SELL
EXISTING
CLIENTS
DEVELOP/ MAINTAIN
SALES REP CHANNEL
DEVELOP/ MAINTAIN
CHANNEL COMMUNICATIONS
D E V E L O P & M A N A G E
C U S T O M E R S & C H A N N E L S
MANAGE TALENT
MANAGE PRODUCT
STRATEGY/LEFECYCLE
MANAGE PRODUCT LAUNCH PRODUCTS
PROFITABILITY
D E V E L O P
P R O D U C T S
RELEASE / GA
VALIDATION/
BETA TESTING
DEVELOPMENT
& QA/TESTING
RELEASE
PLANNING
FEATURE
REQUESTS
Install it perfectly + fix it right the first
time approach
Scope and Design
for High ROI
Customer-driven
product priorities
12. 12
Security Software Company
Actions and Results
Key Actions Company Results
Implementation & Support quality
Focus on First- contact resolution
Virtual staffing model with improved
onboarding
Online database of solutions
ROI-focused sales efforts
Design and Proof-of-concept scope
Salesforce.com installed
Engineering support to sales efforts
Customer-input to Product
development priorities
Customer council to prioritize efforts
Enterprise-driven solution landscape
$200
$150
$100
$50
$0
Annual Revenue Growth (MM)
Revenue up 80%
Profits up 80%
Customer NPS up +10 points
13. Business Process vs. Customer Experience
Differences experienced as CPO and CXO
13
Business Process
Transformation
• Operations mgmt.
• Customer Service
• Product managers
• HR, IT, Finance
• Vendors
• Financial: unit costs, ABC, cost
savings, ROI
• Time: Cycle time
• Quality: Defect rate, error rate
• ERP / core operational systems
• Financial and HRIS systems data
• CRM / go-to-market systems
Customer Experience
Transformation
• Sales and Marketing
• Customer Service
• Product managers
• HR, IT, Finance
• Customers / Segments / Personas
• Distributors / Channel partners / Vendors
• Financial : CPL, CPA, CLV, Revenue growth,
Share of Wallet, ROI
• Time: Cycle time, SLA performance
• Quality: Conversion rate, CSAT/NPS, %
Detractors
• ERP / core operational systems
• Financial and HRIS systems data
• CRM / email marketing systems
• Website analytics & UX
• Social media sites
• VoC systems
Primary
Stakeholders
Common
Metrics
Systems
typically in
scope
14. Business Process vs. Customer Experience
Common Tools and Approaches
14
Business Process
Transformation
• SIPOC / Process mapping
• Pareto / Histogram
• Fishbone / Root cause
analysis
• Activity-based costing
• Control / Run charts
• 5-S
• CTQ
• Kaizen / Work-Out
sessions
• Lab, Pilot
• Release planning
Customer Experience
Transformation
• Customer Journey Mapping
• Pareto / Histogram
• VoC driver analysis
• Marketing yield analysis
• KPI / Scorecards
• UX improvements
• Product functionality req.
• Focus Group, Market research,
conjoint analysis
• Alpha, Beta Test
• Product roadmap / plan
Common
Tools
Common
Approaches
+
+
15. Customer Experience and Business Process improvements
need linkage – and are complementary approaches
Business
Process
Customer
Experience
> Drives Brand differentiation
> Creates customer adoption +
“demand – pull”
> Focuses process priorities
> Drives revenue growth
> Ensures Brand consistency
> Builds sustainability &
scalability
> Drives efficiency &
effectiveness
16. Customer Experience Strategies have consistently identified 30% - 40% profit
growth – without additional marketing or aggressive cost cutting
40%
35%
40%
30%
32%
27%
33%
35%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
B2B Auto B2B Auto B2B Mfg. B2B
Software
B2B
Construction
B2B Security B2C Fin.
Svcs.
B2C Fin.
Svcs.
Average Margin Improvement Identified
16
Source: Tucker & Company analysis