EXECUTIVE SUMMARY CCO report 2018 The rise of customer-led thinking and the Chief Customer Officer • It’s been 21 years since the idea that creating customer differentiation would drive competitive success – it’s been over 60 years since customer experience … Continue reading Recommended read: the CCO report 2018
Analytics presents an enormous opportunity: an estimated global value of $9.5 trillion to $15.4 trillion, according to McKinsey research. About 40 percent of this value can be realized using the most advanced artificial intelligence (AI) techniques—those that fall under the … Continue reading Unlocking AI value requires much more than algorithms
Classic definitions of business and design Nobel Prize laureate Herbert Simon defined what a designer does: ” To design is to devise courses of action aimed at changing existing situations into preferred ones.” In his 1969 seminal text on design … Continue reading Customerdriveninnovation: how to create customers by acting like a designer
Personalization is the act of dynamically curating experiences to each individual and context in a seamless manner across channels. This includes all interaction, such as marketing, shopping and services experiences. To help tackle this broad and critical topic, Accenture developed the 4R Personalization Framework. Similar to the way customers expect to be treated by their favorite offline business, online customers expect to be recognized by name when they arrive, and have their preferences remembered without having to be reminded. Customers expect the business to know them better than they know themselves by paying close attention to their unique preferences and making recommendations that are relevant within the context … Continue reading Accenture’s 4R Personalization Framework: recognize, remember, recommend & relevant
Customer experience arrived in the early 2010’s It was the message in Kerry Bodine’s recent post that triggered me: “Back in early 2010’s, the field of customer experience was still fairly new and so we felt the need to clarify exactly what it was we were talking about. But in the five and a half years since publication (of Kerry Bodine’s book -Fred), the role of customer support groups has expanded….” What were the predicted service trends at the start of the 2010’s? Checking my archives, i found this paper claiming the service trends of this decade: Lessons from service leaders … Continue reading Customer Service Evolved — So DID Your CRM Execution?
https://studio.twitter.com/library/3_919042068315623424/edit As a customer experience professional you may be aware! Un May 2018 the European Union’s General Data Protection Regulation goes into effect, two years after passage by the European Parliament. This radical new privacy law, which covers any business … Continue reading The End of the Internet’s Grand Bargain and you as a Customer Experience professional
Give customers a great experience and they’ll buy more, be more loyal and share their experience with friends. Great. That’s what every company strives for. Yet, so many consumers seem disappointed. Call it an experience disconnect: companies tout the latest … Continue reading What truly makes for a good experience?
Highlights The creative industries concentrate in a small number of locations: 53 per cent of employment and 44 per cent of businesses are found in the top five locations (the equivalent percentages in other sectors are 32 per cent and … Continue reading Creative nation: how the creative industries are powering the UK
he report seeks to map and analyse current and future paradigm shifts which are characterised by a general shift from analogue experience of human life to a digital one. On the other hand, and in light of this shift, it seeks to re-evaluate our understanding of the fundamental values most crucial to the well-being of people, those taken for granted in a data-driven society and those most at risk. Continue reading Indeed, A design perspective in digital ethics in our digital age! What’s yours?