Aggregated enterprise architecture wisdom
It could be only in my bubble, but my ears now ache from louder and louder service improvement talk. Ever better ways to map customer journeys, to analyse touch-points, and to improve user experience. I get it. It’s all good, or at least the intention is. But I can’t help thinking how much it resembles […]
The legendary R&B singer and songwriter Ben E. King got it so right in the Drifters 1960 recording of “This Magic Moment.” The song is timeless because it tells a classic tale of a first kiss. And also captures a moment in time in words and song th…
There’s a vast population that many companies can’t reach because they design experiences without accessibility in mind — it’s large and growing by the minute. And these potential customers have money to spend: Over 1 billion people worldwide have a di…
Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. Based on a survey of more than 110,000 US adult customers in 2018, Forrester’s Customer Experience Index (CX Index™…
As a CX professional, you’ve surely designed and delivered some experiences you’re proud of, but does your company do it reliably, time and time again? Next month at Forrester’s CX Europe Forum in London, I’ll be joined by 600 CX leaders and innovators…
Enterprises deliver services poorly, especially to themselves. From onboarding employees to approving contracts, when you need someone else’s help, the results are often dismal. “Send an email to our shared Inbox so we can ignore it” is too often the default. This won’t work in the Age of the Customer. Your employees are full participants in […]
Why would anyone worry about user experience for anything that’s not customer-facing? This question was the premise of Maurice Roach’s post in the Zühlke blog, “Empathise with your users or you won’t solve their problems”: Bring up the subject of user empathy with some engineers or product owners and you’ll probably hear comments that fall […]
Consider this Tweet for a moment. I’ll be coming back to it at the end. In my last post, I brought up Twitter’s rumored changes to the timeline feature as a poor example of customer awareness in connection with an attempt to innovate. The initial rumor set off a storm of protest that brought out […]
“Just type the tracking-number into the Google address-bar”, he said. “It’ll take you straight to the Fedex website, without all the hassle of going through the website itself.” Good advice. And good point, too: always make things easier for the…
So Twitter decided to make a change, and people have been reacting (and reacting to the reaction): As Jeff Sussna noted, there’s a reason for the reaction: In my old, pre-IT life, I’ve seen that same cavalier attitude toward change cause a real-life riot (for the record, it was a jail riot rather than a […]
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