Tags » Service Design, Service Management

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

Service Management

More than a tech trend: everything as a service

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

Service Management

InSites Consulting: 3 steps towards a truly consumer-centered organization | #cx

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

Service Management

Sprinkl: Leading Companies Bet on Customer Experience (global survey after registration) #CX

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

Service Management

Accenture strategy: Harnessing Revolution Creating the future workforce

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

Service Management

Winning in the New Normal of Government Services - Bain & Company

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

Service Management