Aggregated enterprise architecture wisdom
The business environment is changing at a much greater pace, from new payment mechanisms through to the Internet of things. Technology and customers are changing the very fabric of business, which is not only impacting new propositions, but also the way changes are prioritised. To win in the new economy leaders must look beyond cost, Read More
Service providers are continually reshaping their offering in response to changing customer needs and demands. As customer expectations change, businesses need to rethink the experiences they deliver. Meeting new demands does not only require delivery of the right propositions – it also requires developing broader capabilities around the needs of people, across the entire eco Read More
As we enter a new age for technology, the opportunities for companies to connect with customers are becoming endless. The connected customer is also starting to demand more due to a much greater awareness of technology, and this is shaping the future direction of propositions. The rate of change is not going to slow down Read More
Over the last 2-3 years organisations have gone through significant change. Existing capabilities have been transformed, and vast amount of new capabilities have been invested in to ensure organisations remain sticky in the customer’s digital life. Everything from collaboration, to new ways of working has enabled organisations to build deeper meaningful connections with their customers. Read More
2014 was the year when digital became a significant priority for organisations, for the first time customers were becoming more advanced in the use of technologies and with this came a greater level of expectation. Customers (Including me) expected things in digital to be quicker, and just work. However most were left disappointed (including me) when Read More
The world of digital is changing the face of the business landscape. Established household names are now going toe to toe with new kids on the block, and in some cases their customers are becoming the competition. The product is no longer the differentiator, it is about owning the eco system, and it is the Read More
Organisations are fighting for relevance in a larger market place where brand names and size are less of a factor. Customers are now looking for the products and services which deliver the outcomes they need, regardless of who provides them. Being able to meet these demands at speed and scale will be fundamental in achieving Read More
Technology is playing a much bigger role in customer’s lives, and is changing the way senior management view the IT department. Historically the CIO’s role was to keep the lights running, now however, IT is considered to not only be the key to unlocking new revenue, but also a way of keeping up with the Read More
The world around us is becoming more complex, it is almost accelerating away from us. Being able to plan in this ever evolving world is becoming even more difficult as time passes. New technology, and approaches almost appear daily, which makes planning for these events, almost impossible. Linear approaches to design are no longer the Read More
In 2013 we saw the rise, and in some cases the rebirth of analytics and were told of the importance of using data to get closer to our customers. The growth of social media and the birth of the omni channel has meant that understanding your channels and the related data is going to be Read More
During a recent conversation with colleagues from the Financial Services sector, one person challenged: “Is there really anything new and innovative for banking technology, or have we already seen it all?” The lively discussion led to a far more interesting and important question: “Where are banks finding the inspiration and tools to drive customer-focused innovation?” […]
Related posts:
Related posts brought to you by Yet Another Related Posts Plugin.
Providing high degrees of customer service, while managing costs is a balancing act that is extremely difficult. Customers expect higher degrees of service, across multiple channels, and want to have it 24×7. Meanwhile organizations are under pressure to increase efficiencies and reduce agent and infrastructure costs. Your customers like self-service, but want high touch options immediately if they can’t find what they are looking for. Off-shoring and IVR systems have been tried, but have sometimes resulted in unhappy customers. Unfortunately, now those unhappy customers will go to Yelp or Twitter to talk about their experience, so it is critical to get the balance right.
The head of Customer Service must often rely on technology to help them deal with these opposing forces. So in preparation for our launch of Assure for Customer Service, we decided to engage IMTS (Integrated Marketing Services) to help us better understand how customer service professionals use technology to solve their customer services challenges – and get this information right from the source. IMTS contacted 150 customer service leaders at large organizations, and using live interviews, found out some very interesting things.
Related posts:
Related posts brought to you by Yet Another Related Posts Plugin.