1 month, 7 days ago

The Data Digest: Understand Emotion To Drive Technology Engagement

Thanks to the rise of empowered consumers, products and experiences that once seemed improbable, such as (literally) instant delivery, are now integral to our lives. But this era of innovation has also seen its fair share of flops: From Pokémon Go to Google Glass, technologies that looked like promising disrupters stalled quickly or generated more […]

1 month, 28 days ago

AI Will Fundamentally Transform Customer Service

AI improves the economics and capabilities of everything around us. Amazon and Netflix recommend products based on our history, Yahoo and Facebook tag photos, Waze and Google get us to our destination more effectively, Lyft and Uber precisely communicate arrival times of our drivers. Consumers are starting to expect intelligent experiences – personal, contextual to […]

1 year, 1 month ago

How British Gas Transformed Customer Engagement And Won Our 2015 EA Award

Customers’ perception of a company depends on their experiences with the organization at every point of contact. Companies can try to change how customers view a brand in a number of ways, such as a new mobile app or an improved complaint-handling proc…

3 years, 3 months ago

One Simple Solution to Unite the CIO and CMO

Why can’t CIOs and CMOs just get along? Based on my experience, there is one primary reason why their relationship is adversarial: the CIO and CMO can’t agree on who is responsible for what, so they are perpetually trampling on each other’s toes. Our 2014 Digital IQ study identified a strong CIO-CMO partnership as one of the five critical behaviors to maximizing the value from digital technology investments. The majority (70%) of top performers in our […]

3 years, 6 months ago

Front Office Digitisation Critical to Customer Experience, Satisfaction and Growth

CUSTOMER EXPERIENCE, satisfaction and engagement is storming the CIO Agenda. A study compiled by the IBM Institute for Business Value found that 60% of CIOs are focusing on improving customer relationships and customer experience. With the rise of social media, digital transformation and new business models, is the customer “the CIO’s new boss?” PRNewsFoto/IBM – […]

The post Front Office Digitisation Critical to Customer Experience, Satisfaction and Growth appeared first on Business, Technology and Innovation.

6 years, 8 months ago

Who Owns the Online Customer Channel?

Guest post by Brian Saperstein One of the more fascinating organizational challenges I’ve worked on with clients lately relates to an organization’s online interactions with its customers. The online customer channel is seen by some as a marketing vehicle, some view it as a service channel while others view it as a strategic driver of new business. Since the online customer channel is so dependent on information technology, IT also enters the discussion as it […]

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