This past weekend, I caught up on Mary Meeker’s latest Internet Trends report for 2017. As always, it was jam-packed with incredible data and insights, and this year it ballooned to 353 pages worth of them.There’s a ton of topics in the report that are important to marketing — voice-based platforms, convergence of advertising and commerce, gaming-inspired innovation, the reinvention of media, and the spectacular Internet explosions in China and India — but I want to highlight some data from her analysis of “the cloud” and its accelerating change across enterprises. 12 more words
Tags » Service Design, Service Management
I’m pleased to announce that we have just published The Forrester Wave™: Real-Time Interaction Management, Q2 2017.
This evaluation includes 12 vendors that address RTIM, which Forrester defines as: enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints. 154 more words
Charity, the saying goes, begins at home. So too does a superior customer experience.
Growing numbers of companies are coming to recognize the benefits of customer-centric strategies: higher revenues, lower costs, and stronger employee and customer loyalty. 338 more words
Bots hit the scene so quickly in 2016 that many people have started to wonder if they’re just a temporary fad that will give way to a new technology this year or next. 99 more words
Arne van Oosterom 2010 classic! Mapping out customer experience excellence: 10 steps to customer journey mapping
Customer journey mapping could hold the key to analysing and improving the customer experience. Only recently, a report from the Cabinet Office recommended CJM for authorities to provide a more efficient and cost-effective service. 52 more words
Everything-as-a-service isn’t just a new revenue stream or business plan—XaaS is a strategic and operational blueprint that may soon begin upending business and operational models, along with redefining the fundamental goals of core modernization. 79 more words
Step 1: Understand & manage the moments that matter for your consumers
A few years ago, we collaborated with the Dutch airline KLM to help them define opportunities to improve the transfer experience of their frequent flyers. 145 more words