Part 6 of 6 parts (w/ detailed notes) North American Customer Management Show presentation by Michael R Hoffman, Author of Customer Worthy. Predictions and trends for 2012 - 2013 and how to prepare.
Customer Experience Matrix Connects Metrics Cx Best Practice Client X Client
How do you connect each department's and function's metrics, operations and processes? Link customer experience and employee experience using CxC Customer Experience matrix from Customer Worthy book which links every metric to customers. Motivate employees to excellence client by client by showing impact per customer. Snippet contact mrhoffman for deck and download Customer Worthy book.
MIT Forum Virtual Reality 3D Printing 4 Imagination StimulationClient X Client
Artists, Gamers, 3D fabricator industrial engineers practitioners shared real life experiences, insights and artifacts of a rapidly accelerating synthetic reality - quick notes and links
It's not a fair fight. Amazon has literally surrounded your best customers. Digitally, logistically and now physically. Huge, medium and small companies are not prepared and should panic. Less obvious is that Amazon uses customer experience (the math, economics and AI one, not the 'hug every customer' one) to create asymmetrical advantage
Lever RFID and Internet of Things IoT for Document ManagementClient X Client
Internet of Things Case Study presented at NY IT Roadmap NY NY : Taming a tidal wave of paper with RFID tags and sensors. Noted version of Michael R Hoffman's keynote innovation presentation showing how using now-affordable, much less than the cost of a postage stamp, RFID tags and sensors modernize and digitize labor intensive, paper intensive processes. Hoffman explains how the fusion of digital and physical realms spawns new services, improved customer experience, cost and resource efficiencies and spawns numerous additional innovation opportunities
The document discusses who owns the customer relationship within a company. It proposes developing a Customer Experience Matrix and ontology to organize customer data and define roles and responsibilities for managing customer interactions across different departments. This will help companies optimize the customer experience and maximize customer value and profitability by taking a holistic, customer-centric view of the entire customer lifecycle.
5 Big Innovation Surprises iot bots virtual reality analytics Client X Client
5 Innovation Surprises an innovation rant for innovators, business people, business owners, investors, marketers, tech and management. Observations, considerations, enlightenment on the next wave of innovation which, while awesome, might not readily appear so: virtual reality, bots, artificial intelligence, smart automation, blockchain, self driving cars, expert systems, internet of everything.
Hoffman reflects on his recent innovation projects and warns that this innovation wave is counter-intuitively underwhelming at first glance - and overwhelming in its application and impact.
8 Steps to Customer Experience Mastery by 2020Client X Client
Tons of tech + seas of vendor promises + each department's best intentions = failed customer experience management. Use these 8 steps (internal champion or consultant) to chart, execute, measure, optimize, customer experience
Customer Experience Matrix Connects Metrics Cx Best Practice Client X Client
How do you connect each department's and function's metrics, operations and processes? Link customer experience and employee experience using CxC Customer Experience matrix from Customer Worthy book which links every metric to customers. Motivate employees to excellence client by client by showing impact per customer. Snippet contact mrhoffman for deck and download Customer Worthy book.
MIT Forum Virtual Reality 3D Printing 4 Imagination StimulationClient X Client
Artists, Gamers, 3D fabricator industrial engineers practitioners shared real life experiences, insights and artifacts of a rapidly accelerating synthetic reality - quick notes and links
It's not a fair fight. Amazon has literally surrounded your best customers. Digitally, logistically and now physically. Huge, medium and small companies are not prepared and should panic. Less obvious is that Amazon uses customer experience (the math, economics and AI one, not the 'hug every customer' one) to create asymmetrical advantage
Lever RFID and Internet of Things IoT for Document ManagementClient X Client
Internet of Things Case Study presented at NY IT Roadmap NY NY : Taming a tidal wave of paper with RFID tags and sensors. Noted version of Michael R Hoffman's keynote innovation presentation showing how using now-affordable, much less than the cost of a postage stamp, RFID tags and sensors modernize and digitize labor intensive, paper intensive processes. Hoffman explains how the fusion of digital and physical realms spawns new services, improved customer experience, cost and resource efficiencies and spawns numerous additional innovation opportunities
The document discusses who owns the customer relationship within a company. It proposes developing a Customer Experience Matrix and ontology to organize customer data and define roles and responsibilities for managing customer interactions across different departments. This will help companies optimize the customer experience and maximize customer value and profitability by taking a holistic, customer-centric view of the entire customer lifecycle.
5 Big Innovation Surprises iot bots virtual reality analytics Client X Client
5 Innovation Surprises an innovation rant for innovators, business people, business owners, investors, marketers, tech and management. Observations, considerations, enlightenment on the next wave of innovation which, while awesome, might not readily appear so: virtual reality, bots, artificial intelligence, smart automation, blockchain, self driving cars, expert systems, internet of everything.
Hoffman reflects on his recent innovation projects and warns that this innovation wave is counter-intuitively underwhelming at first glance - and overwhelming in its application and impact.
8 Steps to Customer Experience Mastery by 2020Client X Client
Tons of tech + seas of vendor promises + each department's best intentions = failed customer experience management. Use these 8 steps (internal champion or consultant) to chart, execute, measure, optimize, customer experience
What would amazon do? Simplify, Monetize Customer ExperienceClient X Client
Amazon's relentless emphasis on customer value fuels incredible growth - But you are not Amazon. How would Amazon disrupt your business? Learn how to create a common view of customer experience across your company and partners can create tremendous growth for your company. The CxC Matrix shown here is a framework for modern marketing, sales, distribution and customer service from a customer perspective.
CxC BizMeter At A Glance Expert Analytics Everywhere Client X Client
CxC BizMeter serves 4 lens performance indicator to users at every contact and screen. In an instant, at-a-glance indicator shows holistic performance view across strategy, value, risk and mission. Combined health metric addresses balanced decision making while packaging advanced analytics, BI, machine learning, robo-advice and algorithms in easiest to use top level form.
Enterprise customer use case Michael R Hoffman Customer WorthyClient X Client
Use case for Customer Experience prject recap. Core pieces and concepts to depict, monetize, analyze customer experience using Customer Experience Matrix to examine revenue opportunities and risks per customer interaction. Good use case for big data analytics taxonomy ad information life cycle tied to customer/prospect across all channels and media by customer life stage. Customer journey map for systems, IT enterprise analysis and strategy. Good structure for Watson modeling, Qlik Tableau R visualization, Use for tracing, on boarding. Use CxC Matrix framework for plotting embedded models, artificial intelligence, customer sensors and actuators, iot applications. SAS Watson R Teradata, Power BI Adobe Google Dart applications
Design Thinking Plus Solution For Digital Transformation mrh cxcClient X Client
Use Case for solution design and design thinking to develop innovative mobile first solution.
Method emphasizes customer involvement early and often and extensive use of prototypes to gain customer buy-in and create massive disruption. Many thanks to my teams that delivered product in 200 business days that changed industry and turned laggard into leader.
Unprecedented enjoyability scores and adoption.
Laggard to leader model now proven innovation standard.
Faster, cheaper, cooler design invigorates culture across ecosystem.
Customer Worthy book Customer Experience Guide by mrhoffmanClient X Client
Customer Worthy is the most comprehensive guide to Customer Experience for business owners, CEO, consultants, CMO, CIO, CTO, CRO practitioners and strategy executives.
Chapters 1-3 Futuristic, practical, measured
'Money Chapter' 12 justify customer experience expense
Exec Management, Marketing, CRM, Sales, Operations and Advertising should use this for strategic offsite as a catalyst for customer centricity
*CxC Matrix helpful: strategy, Digitization, Marketing, Sales, CRM, crisis, M&A
This is the entire Customer Worthy book - or you can pay $40 a Amazon
Customer Experience Mastery Level 1 Visualization CxC MatrixClient X Client
This document describes the CxC Matrix, a tool for visualizing, monetizing, analyzing, and optimizing the customer experience. The CxC Matrix digitizes the entire customer journey from awareness to after-sales support. It maps customer interactions with a company across all channels to internal business processes. This comprehensive mapping allows companies to identify wasted opportunities across the customer experience and maximize value. The CxC Matrix was the first tool to take a complete multi-disciplinary approach to digitizing and optimizing the customer experience.
March Analytics Madness shows how robots, big data, business intelligence, predictive modeling, algorithms, statistics, crowd sourcing, innovation and luck play out over the course of a month where everyone in every office is a data scientist and prognosticator - Use the teaching moment
Customer Experience Mastery make every interaction customer worthyClient X Client
Customer Experience Mastery provides tools, methods and formula for advanced customer experience adoption, visualization, monetization, modeling, strategy creation and performance monitoring. Meant as a tool set for advanced practicioners, consultants, analytics, services and modeling professionals. Provides use cases for system integration and data models for IT and service bureaus.
What is the CxC Customer Experience Matrix ClientxClient ph9083503012Client X Client
Customer Experience digitized and monetized for easy understanding, customer and functional strategy development, monetization and exceptional ROI. Walks through high-level CxC Matrix showing value of customer experience analytics for use with big data, marketing, sales, finance, IT, advertising, operations. Customer Mapping with rich data set.
CxC Customer Experience Matrix digitizes and monetizes customer experience. See how to organize customer data and marry customer data to business processes for Big Data insights, continuous improvement, innovation. See sample data sets and sample reports. Please share, comment, question, enhance
Customer Experience Matrix Mechanics and Geeky CRM Cx CEMClient X Client
Customer and marketing analytics using CxC Customer Experience Matrix as rules framework. Big data, omnichannel and multichannel marketing, programattic markiting, CRM and internet of things make customer management, campaign management business processes exponentially more complex requiring a Customer Experience Framework, The CxC Customer Experience Framework enables managers to "automate what works and spend their time innovating."
Big Data initiatives should focus on outcomes first.
The value of Big Data is the potential change in outcomes. Companies should first evaluate which areas of their business and decision making are receptive to change.
Receptiveness to change dictated or directed by models, black box algorithms needs to be accepted by managers, execution staff (i.e. call these prospects and discuss x becuase the model says so).
This is a cultural change, a mind set change and a governance change. Advanced modeling must also bear the responsibility of scenario testing and multiple outcome hypothesis and simulation testing.
Monetizing big data internet of things beginner level cx cClient X Client
Explaining how to monetize big data, internet of things and customer experience in illustrative example.
Audience: management, technology, analysts, data scientists, investors, geeks, venture capital
MRHoffman simply describes the millions of opportunities available to capture the value created by the digitalization of everything and describes the roles and potential roles of many of the stakeholders, particularly customers.
Hoffman speaks to the opportunities for various stakeholders to broker connections, information, offers, messages, intelligence and surveillance as green field internet of things opportunities.
Hoffman proposes a substantial market exists where customers information is protected and masked and where businesses bid for their time, a connection based on the customer's projected value. Think of an ebay type commercial market where business bid for 30 minutes of Mrs. Smith's available time while she waits for her daughter at the mall...
Hope this presentation stimulates some innovative opportunities for you.
Please comment, share, enhance, download.
mrhoffman at clientxclient
Customer experience letter Bank of America thoughtsClient X Client
Bank of America's Chairman's letter to 270000 employees about customer experience got my attention as a customer and a customer experience strategist. Why does the bank suddenly care about customer experience? Will my experience change? Will change be for better? Whom will be affected by change? What are the costs? How will employees think differently? How will customer experience be made visible to employees? Connected to roles? Who is ultimately responsible for BofA's customer experience?
CRM Backwards explains CRM from customer perspective and exposes critical flaw in trasitional CRM technology and deployment design.
CRM Backwards identifies key areas for innovation and new thinking around managing customers and monetizing customer relationships.
The CxC Matrix or Customer Experience Matrix presented in the program is the industry standard for visualizing and monetizing customer experience.
MRHoffman, author Customer Worthy, provides detailed notes for this presentation downloadable at CustomerWorthy.com
Will You Be Customer Worthy in 2012 5 of 6 MRHoffman NACCM detailed speaker ...Client X Client
Customer Worthy Part 5 of 6 examines the internet of things and demands that companies take responsibility for managing customer and protecting data while CxC matrix and customer frameworks isolate where companies must be innovative in customer experience. Thorough walk through of customer experience design at 24 frames per second by MRHoffman
Will You Be Customer Worthy in 2012 part1 of 6 MRHoffman detailed notes NACCMClient X Client
This document discusses technology trends for 2012, including the growth of mobile apps and networks connecting devices. It notes data will drive more automated services and algorithms. Geniuses who can recognize patterns in data will be in demand. While fake intimacy may spread online, memory and experiences will fade more quickly. Overall contexts and customer experiences will be disrupted by new technologies and frameworks.
Customer Worthy 2012 Customer Experience ForecastClient X Client
Will you be customer worthy in 2012? Michael R Hoffman presentation to national customer management conference delivers insights, challenges and opportunities for 2012 customer experience management. Technology, strategy, reporting, from internet of things to occupy wall street, privacy and customer experience prediction algorithm
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What would amazon do? Simplify, Monetize Customer ExperienceClient X Client
Amazon's relentless emphasis on customer value fuels incredible growth - But you are not Amazon. How would Amazon disrupt your business? Learn how to create a common view of customer experience across your company and partners can create tremendous growth for your company. The CxC Matrix shown here is a framework for modern marketing, sales, distribution and customer service from a customer perspective.
CxC BizMeter At A Glance Expert Analytics Everywhere Client X Client
CxC BizMeter serves 4 lens performance indicator to users at every contact and screen. In an instant, at-a-glance indicator shows holistic performance view across strategy, value, risk and mission. Combined health metric addresses balanced decision making while packaging advanced analytics, BI, machine learning, robo-advice and algorithms in easiest to use top level form.
Enterprise customer use case Michael R Hoffman Customer WorthyClient X Client
Use case for Customer Experience prject recap. Core pieces and concepts to depict, monetize, analyze customer experience using Customer Experience Matrix to examine revenue opportunities and risks per customer interaction. Good use case for big data analytics taxonomy ad information life cycle tied to customer/prospect across all channels and media by customer life stage. Customer journey map for systems, IT enterprise analysis and strategy. Good structure for Watson modeling, Qlik Tableau R visualization, Use for tracing, on boarding. Use CxC Matrix framework for plotting embedded models, artificial intelligence, customer sensors and actuators, iot applications. SAS Watson R Teradata, Power BI Adobe Google Dart applications
Design Thinking Plus Solution For Digital Transformation mrh cxcClient X Client
Use Case for solution design and design thinking to develop innovative mobile first solution.
Method emphasizes customer involvement early and often and extensive use of prototypes to gain customer buy-in and create massive disruption. Many thanks to my teams that delivered product in 200 business days that changed industry and turned laggard into leader.
Unprecedented enjoyability scores and adoption.
Laggard to leader model now proven innovation standard.
Faster, cheaper, cooler design invigorates culture across ecosystem.
Customer Worthy book Customer Experience Guide by mrhoffmanClient X Client
Customer Worthy is the most comprehensive guide to Customer Experience for business owners, CEO, consultants, CMO, CIO, CTO, CRO practitioners and strategy executives.
Chapters 1-3 Futuristic, practical, measured
'Money Chapter' 12 justify customer experience expense
Exec Management, Marketing, CRM, Sales, Operations and Advertising should use this for strategic offsite as a catalyst for customer centricity
*CxC Matrix helpful: strategy, Digitization, Marketing, Sales, CRM, crisis, M&A
This is the entire Customer Worthy book - or you can pay $40 a Amazon
Customer Experience Mastery Level 1 Visualization CxC MatrixClient X Client
This document describes the CxC Matrix, a tool for visualizing, monetizing, analyzing, and optimizing the customer experience. The CxC Matrix digitizes the entire customer journey from awareness to after-sales support. It maps customer interactions with a company across all channels to internal business processes. This comprehensive mapping allows companies to identify wasted opportunities across the customer experience and maximize value. The CxC Matrix was the first tool to take a complete multi-disciplinary approach to digitizing and optimizing the customer experience.
March Analytics Madness shows how robots, big data, business intelligence, predictive modeling, algorithms, statistics, crowd sourcing, innovation and luck play out over the course of a month where everyone in every office is a data scientist and prognosticator - Use the teaching moment
Customer Experience Mastery make every interaction customer worthyClient X Client
Customer Experience Mastery provides tools, methods and formula for advanced customer experience adoption, visualization, monetization, modeling, strategy creation and performance monitoring. Meant as a tool set for advanced practicioners, consultants, analytics, services and modeling professionals. Provides use cases for system integration and data models for IT and service bureaus.
What is the CxC Customer Experience Matrix ClientxClient ph9083503012Client X Client
Customer Experience digitized and monetized for easy understanding, customer and functional strategy development, monetization and exceptional ROI. Walks through high-level CxC Matrix showing value of customer experience analytics for use with big data, marketing, sales, finance, IT, advertising, operations. Customer Mapping with rich data set.
CxC Customer Experience Matrix digitizes and monetizes customer experience. See how to organize customer data and marry customer data to business processes for Big Data insights, continuous improvement, innovation. See sample data sets and sample reports. Please share, comment, question, enhance
Customer Experience Matrix Mechanics and Geeky CRM Cx CEMClient X Client
Customer and marketing analytics using CxC Customer Experience Matrix as rules framework. Big data, omnichannel and multichannel marketing, programattic markiting, CRM and internet of things make customer management, campaign management business processes exponentially more complex requiring a Customer Experience Framework, The CxC Customer Experience Framework enables managers to "automate what works and spend their time innovating."
Big Data initiatives should focus on outcomes first.
The value of Big Data is the potential change in outcomes. Companies should first evaluate which areas of their business and decision making are receptive to change.
Receptiveness to change dictated or directed by models, black box algorithms needs to be accepted by managers, execution staff (i.e. call these prospects and discuss x becuase the model says so).
This is a cultural change, a mind set change and a governance change. Advanced modeling must also bear the responsibility of scenario testing and multiple outcome hypothesis and simulation testing.
Monetizing big data internet of things beginner level cx cClient X Client
Explaining how to monetize big data, internet of things and customer experience in illustrative example.
Audience: management, technology, analysts, data scientists, investors, geeks, venture capital
MRHoffman simply describes the millions of opportunities available to capture the value created by the digitalization of everything and describes the roles and potential roles of many of the stakeholders, particularly customers.
Hoffman speaks to the opportunities for various stakeholders to broker connections, information, offers, messages, intelligence and surveillance as green field internet of things opportunities.
Hoffman proposes a substantial market exists where customers information is protected and masked and where businesses bid for their time, a connection based on the customer's projected value. Think of an ebay type commercial market where business bid for 30 minutes of Mrs. Smith's available time while she waits for her daughter at the mall...
Hope this presentation stimulates some innovative opportunities for you.
Please comment, share, enhance, download.
mrhoffman at clientxclient
Customer experience letter Bank of America thoughtsClient X Client
Bank of America's Chairman's letter to 270000 employees about customer experience got my attention as a customer and a customer experience strategist. Why does the bank suddenly care about customer experience? Will my experience change? Will change be for better? Whom will be affected by change? What are the costs? How will employees think differently? How will customer experience be made visible to employees? Connected to roles? Who is ultimately responsible for BofA's customer experience?
CRM Backwards explains CRM from customer perspective and exposes critical flaw in trasitional CRM technology and deployment design.
CRM Backwards identifies key areas for innovation and new thinking around managing customers and monetizing customer relationships.
The CxC Matrix or Customer Experience Matrix presented in the program is the industry standard for visualizing and monetizing customer experience.
MRHoffman, author Customer Worthy, provides detailed notes for this presentation downloadable at CustomerWorthy.com
Will You Be Customer Worthy in 2012 5 of 6 MRHoffman NACCM detailed speaker ...Client X Client
Customer Worthy Part 5 of 6 examines the internet of things and demands that companies take responsibility for managing customer and protecting data while CxC matrix and customer frameworks isolate where companies must be innovative in customer experience. Thorough walk through of customer experience design at 24 frames per second by MRHoffman
Will You Be Customer Worthy in 2012 part1 of 6 MRHoffman detailed notes NACCMClient X Client
This document discusses technology trends for 2012, including the growth of mobile apps and networks connecting devices. It notes data will drive more automated services and algorithms. Geniuses who can recognize patterns in data will be in demand. While fake intimacy may spread online, memory and experiences will fade more quickly. Overall contexts and customer experiences will be disrupted by new technologies and frameworks.
Customer Worthy 2012 Customer Experience ForecastClient X Client
Will you be customer worthy in 2012? Michael R Hoffman presentation to national customer management conference delivers insights, challenges and opportunities for 2012 customer experience management. Technology, strategy, reporting, from internet of things to occupy wall street, privacy and customer experience prediction algorithm
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KALYAN CHART SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART
Enhancing Adoption of AI in Agri-food: IntroductionCor Verdouw
Introduction to the Panel on: Pathways and Challenges: AI-Driven Technology in Agri-Food, AI4Food, University of Guelph
“Enhancing Adoption of AI in Agri-food: a Path Forward”, 18 June 2024
Unlocking WhatsApp Marketing with HubSpot: Integrating Messaging into Your Ma...Niswey
50 million companies worldwide leverage WhatsApp as a key marketing channel. You may have considered adding it to your marketing mix, or probably already driving impressive conversions with WhatsApp.
But wait. What happens when you fully integrate your WhatsApp campaigns with HubSpot?
That's exactly what we explored in this session.
We take a look at everything that you need to know in order to deploy effective WhatsApp marketing strategies, and integrate it with your buyer journey in HubSpot. From technical requirements to innovative campaign strategies, to advanced campaign reporting - we discuss all that and more, to leverage WhatsApp for maximum impact. Check out more details about the event here https://events.hubspot.com/events/details/hubspot-new-delhi-presents-unlocking-whatsapp-marketing-with-hubspot-integrating-messaging-into-your-marketing-strategy/
Tired of chasing down expiring contracts and drowning in paperwork? Mastering contract management can significantly enhance your business efficiency and productivity. This guide unveils expert secrets to streamline your contract management process. Learn how to save time, minimize risk, and achieve effortless contract management.
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The report *State of D2C in India: A Logistics Update* talks about the evolving dynamics of the d2C landscape with a particular focus on how brands navigate the complexities of logistics. Third Party Logistics enablers emerge indispensable partners in facilitating the growth journey of D2C brands, offering cost-effective solutions tailored to their specific needs. As D2C brands continue to expand, they encounter heightened operational complexities with logistics standing out as a significant challenge. Logistics not only represents a substantial cost component for the brands but also directly influences the customer experience. Establishing efficient logistics operations while keeping costs low is therefore a crucial objective for brands. The report highlights how 3PLs are meeting the rising demands of D2C brands, supporting their expansion both online and offline, and paving the way for sustainable, scalable growth in this fast-paced market.
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AI Transformation Playbook: Thinking AI-First for Your BusinessArijit Dutta
I dive into how businesses can stay competitive by integrating AI into their core processes. From identifying the right approach to building collaborative teams and recognizing common pitfalls, this guide has got you covered. AI transformation is a journey, and this playbook is here to help you navigate it successfully.
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Will You Be Customer Worthy in 2012 Detailed notes 6 of 6
1. Customer Worthy in 2012? (part 6)
Part 6 of 6:
Customer Experience Framework (CxC Matrix repeated)
Algorithms for 2012 (algorithm wrapped in App wrapped in game 20 questions)
Customer Experience Algorithm (predicts what customers will
do, when….and what they will not do)
2012-13 Year of Customer Geniuses
Feed Passion & Creativity in Structure
Customer Worthy @ Each Touch
9. CUSTOMER WORTHY in 2012?
1. Local Local Local… Context
2. Apps – Free or Fee Nation – $.99 for your thoughts
3. Network of things – you are your devices
4. Data is the robot
5. Geniuses – They are everywhere - Find’em Recognize
them
6. Fraud For Granted - Fugetaboutit
7. Real Fake, Fake Real - Fake intimacy at a massive scale
8. Memory loss, bad experiences “half life” –
9. Algorithms & alerts replace reporting
10. Thank you, Michael R Hoffman, Customer Worthy, NACCM 2011 Presentation
Contact Michael R Hoffman at 908.542.1134 for more information
Editor's Notes
These frameworks, the background for our customers’ experiences, do not look like art, they do not look ‘friendly’ or easy – and frankly, most of the ‘artists’ do not need to see the entire matrix, the flow charts, the measures, it’s probably better that they don’t – but each cast member should know which pieces of the frame, which pieces under the area under their responsibility, they can change, which areas do they have control over to test and refine.This level of detailed framework is a foundation for innovation. I know it looks like the opposite – this example from the CxC Matrix in Customer Worthy looks anti-artist and anti-creative, but the intent is exactly the opposite. The CxC Matrix and similar frameworks, enable customer experience managers in marketing, sales, customer service, product development, purchasing, design, delivery – it allows them all to focus on the pieces of the experience that can be changed. It isolates the fundamental process requirement elements (think regulations, quality standards, functional limitations, legal limitations, company guidelines, system limitations) and exposes each of the experimental or test areas.Again, like the Amazon page, conceptually, the experimental and creative areas are exposed for unlimited – but measureable experimentation.Continuous testing and experimentation are competitive differentiators in 2012 and 2013 – The Amazon design like understanding will expand into other customer experience channels.
An example of creativity and apps and context (use see it is possible to capture all these elements – and there’s measurement here too) is the game 20 questions - Does everyone know the game 20 questions?It goes like this, you come up with a person, place, thing really anything, and the game, in this case a computer algorithm, figures out what you picked. Doesn’t this sound like customer experience? Trying to figure out what is on your customer’s mind? Trying to figure out what customers really want? Trying to understand what a customer wants is a lot like playing twenty questions – so here is a free app – as an example of the next big thing for 2012-2013ALGORITHMS – applying algorithms or applied mathematical learning to every aspect of customer experience is an emerging best practice in 2012 2013
The Amazon.com is examples I cited earlier exemplifies a algorithm rich customer experience – But as most of us have experienced, managing a web site seems much easier than managing retail brick and mortar or seems more controllable and predictable than managing a call center.But 2012 and 2013 will expand the use of algorithms into more and more customer contacts across the customer experience spectrum as companies and their partners map out the customer experience in ways similar to the CxC Matrix described in the book Customer Worthy.Advances in information technology planning and specifically business process management and business process automation have heightened awareness in the executive suite to the benefits achieved from scrutinizing and decompiling processes, including customer facing processes in order to automate and automatically monitor redesigned processes.New approaches to process design and automation enhancement enable processes to have embedded decisioning in addition to near time monitoring. Technologies that make these in stream processes transparent and editable also allow for embedded analytics – click to previous slide – and this slide – to be in continuous test and control mode. The result is a set of performance based algorithms that are constantly tuned to identify anomalies – or more simplistically, this algorithm plus framework concept enables continuous testing, experimentation and performance enhancement at each point of customer contact across the customer experience. Eventually, best practices will be captured and repurposed across businesses, perhaps by companies like IBM, Oracle, SAP or SAS or even by Consultants such as Accenture, Deloitte and PWC or advertising agencies – or even companies like Amdocs, or customer process optimization firms and boutiques could create customer optimization process components.
All of these technical concepts and customer engineering frameworks have a very explicit payoff – they seek to minimize the operations expense in customer management while dramatically improving the customer experience. Imagine moving the cost out of call center activities and combining that savings with the increased revenue generated from repeat sales from delighted customers, plus the reduced acquisition cost per new customer - these numbers compound exponentially.The exercise of examining customer experience at this level of granularity also uncovers multiple additional revenue stream and yes, fee opportunities simply by monetizing each of the slots in each of the contacts, as is shown here.Again, looking at each of these slots in the customer’s context, quantifying the potential revenue and cost associated with each interaction and across the entire experience, changes the way companies evaluate opportunities and how we each assign value to different parts of our business.
Along the customer experience process as we dissect customer experience during 2012 and 2013, there are many opportunities to identify the customer geniuses - both employees and actual customers that have assembled processes or rules that generate exceptional results.This is another benefit of dissecting and monitoring customer processes: recognizing the geniuses along the customer experience process – this is another source of competitive advantage, identifying and recognizing genius.
Genius may be identified as an ad hoc note that is occasionally put into a customer package - once we identify that the note and the words on the note, were the single ingredient that differentiated an ordinary experience from an extra-ordinary experience.Genius may be found in a portion of a customer service script, or a seasonal greeting at the point of sale, or a way of phrasing a discrepancy letter sent to non-paying customers that yields exceptional collection results – Genius resides at multiple points along the customer experience spectrum – but because our first reaction to “customer experience” is that it is too soft a concept or too complex and chaotic a process or even system of processes to be managed, we should just let it fester and do the best we can at the lowest cost possible – companies have failed to monetize their true value – And companies true value is determined by their customers. Customer relationships are not reciprocal - Customers exist without companies and but companies do not exist without customers.And when do customers measure the value of the companies they choose to do business with? When will companies determine company value in 2012 and 2013?
Customers will determine company value at each contact.The simple criteria for company success has not changed and will not change – companies must be customer worthy at each contact, each stage in the customer life cycle, or they will not earn the next stage in the customer life cycle – resulting in increased cost and underperformance.A company’s single objective should be to be customer worthy in each contact – and everyone at your company should understand this simple, simple goal. Be customer worthy in each contact, in each decision.
And we can each be customer worthy by thinking like a customer in 2012 and 2013 – helping our company and all of our operations become customer sensitive and customer centric in the face of these 9 trends emerging and changing the way our companies, our customers, our markets and our competitors do business.I modified this presentation and incorporated the core concepts based on the presentations the prior two days. If you would like to go into more depth on the trends alluded to but not specifically covered, #6. Fraud for Granted, Fugetaboutit, the virtual world created through digitization is easily fooled, or should I say replicated as in “copy, paste – customer experience, search “you” and replace “NotU” #7 Real Fake, Fake Real – Fake Intimacy at a Massive Scale (important for marketing creative and dramatically improved customer service design scenarios) #8 Memory Loss, Bad Experiences – (a look at sentiment analysis and the diminishing impact of bad experiences over time. Customer’s are either more forgiving or more forgetful due to their busy schedules and the pace of business – but scorned and unhappy customers may ‘delete’ you from their network, their circle and internet of things. The cost of being ‘deleted’ is very expensive for certain customer types and you may not (should not) try to overcome the expense of re-admittance.#9 Algorithms & alerts replace reporting – It takes too long and is a waste of time to produce and review reports where the bulk of information says ‘everything is fine’ reporting needs to be replaced with alerts and triggers that identify and quantify significant risks or opportunities and highlight potential actions to take/not take / decisions to make/not make.Contact Michael Hoffman at mrh@customerworthy.com or call 908.542.1134 for more information
Thank you for your investment attending “Will you be Customer Worthy in 2012?” My Thanks again to IRI and NACCM. Please complete comment cards. We have some time for questions and of course I will be around for the rest of the conference if you would like to chat.Once again, thank you for your time.Strive to be customer worthy in 2012.