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
Tags » Service Design, Service Management
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
A new report from Harvard Business Review Analytic Services reveals that customer experience is vital for business success, and establishes social media as the foundation for customer experience. 128 more words
Too many companies are themselves unhappy customers when it comes to building measurement systems. Here’s how to make better investments.
Digital has already delivered a major blow to businesses slow to respond. There’s more to come. The very concept of work is being redefined as different generations enter and exit the workforce amidst a rapidly changing technological landscape. 69 more words
Even battle-hardened veterans of government services are unsettled by the challenges they face in the industry today.
Gone are the days of rapidly growing federal budgets when a rising tide lifted all contractors. 558 more words