It is now more than business as usual to have Customer Experience start with Mobile Experience. Smart organizations are building “omni channel” solutions to provide a consistent user experience across multiple channels, realizing that mobile may be the starting point of the customer journey. Organizations that have invested in mobilizing employees and Bring Your Own
The Millennial generation has grown up with information technology and they expect their interactions with Business to Consumer (B2C) IT systems, whether sales or service focused, to consistently deliver top-quality customer service experiences. More so than previous generations, they are both heavily marketed to by brands and very brand conscious; they tend to group together
In the UK the Water industry operates on a geographic basis. If you live in a water company’s supply area, then that company bills you for the supply of fresh water and treatment of waste water. In the electricity and gas industry the retail market is more open and non-geographic, so you can have a
Envision that you and your team have been tasked with creating, upgrading or migrating a website where your customers can login with their credentials and have a world class user experience. You’re ready to go, but then in your first meeting everyone has a different opinion on what to do and how to get there.
Attention all CIOs: If your job description hasn’t already changed, it’s about to. Welcome to the era of the new digital CIO; legacy business models are no longer driving the top line revenue that shareholders expect and in the words of Greg Fuller, VP of marketing, operations and technology at Pearson: “The things that made
In part one of this two part series, we looked at improving the customer experience from an internal perspective, through better employee engagement. In this article we will look at the importance of improving the customer experience from an external perspective — by providing a better experience for your end-users. Thinking about Customer Experience Management
There is a lot being written on the topic of customer experience these days. And why not? After all, customers are the very reason why many of us continue to be in business. So what could be more important than the customer experience? Many would agree that it has never been more critical for companies