In the CX era, the role of IT teams is changing. No longer can they sit behind firewalls and just manage cyber security. Let’s take a look at what the new role entails.
The Future of Customer Experience—Why Pandora’s Interactive Voice Ad Launch is a Big Deal
The future of customer experience is (or should be) on every brand’s mind, as connecting with and forming meaningful relationships with consumers has never been more important, or more difficult. That’s why the news around Pandora’s interactive voice ad launch is a big deal. While we are at the nascent stages of interactive voice technology, the possibilities are incredibly exciting and can provide a whole new dimension to the brand-customer relationship, with big benefits to both.
Medallia Surges 70% Day 1, Is It Time to Put It On The Watch List?
Medallia shot up more than 70% on its IPO debut. The customer experience management company has launched into the market gaining a 4.5 billion dollar valuation, however, has had little press compared to big IPO’s like Slack and Zoom.
5 Digital Transformation Trends Reshaping Customer Experience for 2019
Some companies think digital transformation is about efficiency—saving time and money, beating competitors to market, and wooing customers with fancy apps and tech bling. They’re wrong. As I’ve said for years now, digital transformation is about one thing: improving customer experience. And many companies are finally starting to realize that customer experience management needs to be on their radar if …
Customer Experience Fuels Today’s Retail [Report]
There was a time when retailing was a relatively straightforward process. Open a store, stock the shelves, advertise, and sell. In today’s rapidly evolving retail landscape, however, the digitally-immersed consumer has different expectations and there’s no question that customer experience fuels today’s retail. Consumers no longer just shop in stores, and they no longer just want to shop online. What …
4 Things That Keep Me Amped About the Future of Automating Work
The future of artificial intelligence cannot be successful without the development of automation. These two processes work together, promising to increase productivity and efficiency in the workplace. At the same time, many worry about the loss of jobs — and potential economic downfall — if robots and other automated technologies take over the digital marketplace. From where I stand, the …
10 Stats Linking Employee Experience with Customer Experience
I ran across an infographic in a Forbes article recently, exploring the 10 stats linking employee experience to customer experience. It really is a thing, you know—employee experience impacts customer experience, in more ways than you might realize. When companies focus on creating culture and providing a great employee experience, it affects every aspect of the business, including the customer …
Technology’s Disruption of the Restaurant Industry—Are Restaurants Prepared?
I was in New York City this past week and eating most every meal out made me think about how prime the restaurant is for disruption, and also how slowly it’s moving toward adopting technology to make the dining experience a better one for customers. With digital channel sales predicted to make up some 30 percent of all restaurant transactions …
3 Keys to Driving Customer Experience into Your Digital Transformation
In the past month, we discussed the pillars of the digital transformation—shifting our focus from technology to the behaviors that drive the digital transformation. I believe that the complete transformation is only possible if the right kind of organization is built, an organization that believes in the possible. To build these organizations, every organization needs to fully understand the meaning …
Developing an Agile Business Model in Today’s Ecosystem
Change is just about the only thing we can count on in digital transformation. Disruption is coming at businesses from every direction in today’s ecosystem, and those companies who aren’t prepared to duck and weave to survive it won’t survive. Studies show that more than 40 percent of S&P 500 companies have gone by the wayside since 2000; another 50 …