Your source of insights for a successful digital transformation.

How to Better Customer Experience Management For the Digital Era

Digital leaders know that the experience delivered to customers is - at least - as important as the product or service they produce or sell. Stats say that customers are willing to spend more if they get a better experience in return, so customer experience management becomes an undeniable priority for every business. In order to have a long-term success, you need to define and understand how to better all dimensions of your clients’ journey.

Topics: Digital Customer Experience Social Networking Analytics Retail Content Marketing Inbound Marketing Big Data

Top 10 Disruptive Technology Trends Reshaping Customer Experience

Disruption is something that creates a revolution for markets, and technology is the primary source of disruption. To say it with Brian Solis, “disruption is not something we set out to do. It is something that happens because of what we do”. So, innovation is disruption that changes human behaviors and blends together both design-thinking and system-thinking. To understand what lies behind the corner, we need to analyze the disruptive technology trends that will reshape customer experience from 2015 on. 

Topics: Digital Customer Experience Innovation Social Networking Analytics Retail Content Marketing Inbound Marketing Payment Big Data Mobile Internet of Things

10 Reasons Why You Offer A Faulty Experience to Mobile Customers

In a world of constant connectivity, customers expect that you are able to give them what they need when they need it, especially when they are on the go. The term ‘mobile’ perfectly describes how technology has changed the customer experience; going mobile becomes mandatory for every innovative business strategy. If your company is not optimized for the mobile experience, you’re putting at risk your sales and damaging the perception of the brand itself. And clients will ultimately abandon you.

Topics: Digital Customer Experience Gamification Branded Games Social Networking Content Marketing Inbound Marketing Payment Big Data

How To Use Virtual Reality To Augment Customer Experience

Now that Microsoft has unveiled the brand new Windows 10, there’s a huge buzz surrounding the operating system and, above all, its futuristic feature called Holographic. Of all the announcements Microsoft made during the event, in fact, the company's new virtual reality headset called HoloLens immediately dominated the news. Redmond's giant has officially entered the VR arena, and wants to redefine how companies augment customer experience.

Topics: Digital Customer Experience Gamification Branded Games Future Innovation Retail Content Marketing

7 Powerful Stats That'll Make You Better at Customer Experience

As customer expectations grow higher, companies become aware that the customer experience has a huge impact on brand reputation, sales and revenues. How huge? The truth lies in the numbers. Even though statistics are always destined to change according to the evolution of society, they narrate a story, and tell us how the world became customer-centric. Here are 7 powerful stats that’ll make you better at digital customer experience.

Topics: Digital Customer Experience Social Networking Retail Content Marketing Inbound Marketing Wearable

3 Ways Mobile is Shaping the Future of Payments

The payments scenario has evolved rapidly over the past decade. Currency of exchange, as old as human civilization, will probably face a faster change in the next five years. Just as paper money and the magnetic strip revolutionized markets, innovative - and fast-evolving - technologies will foster the rise of new ways to pay and even new currencies. In the era of mobile mind shift, of course, the main agent of change is digital technology: here are 3 ways mobile is shaping the future of payments.

Topics: Digital Customer Experience Analytics Retail Financial Services Payment Mobile

3 Good Ideas For Your 2015 Digital Customer Experience Strategies

What should I do to improve my customer experience?” The rules of marketing have dramatically changed in the last decade. Developing a unique competitive advantage is still crucial for business success, but you can’t rely on tactics and tools that were useful only a few years ago. If you're still trying to figure out how to break away from competitors and attract customers, here are 3 good ideas to improve your overall digital customer experience strategies in 2015.

Topics: Digital Customer Experience Gamification Storytelling Content Marketing Big Data

3 Key Elements For Your Omni-Channel Customer Experience

Involved in a mobile environment, customers expect personalized and consistent experiences across all different touch points. As a consequence, an omni-channel customer experience isn’t just important - it’s essential to differentiate from competitors. Dealing with empowered customers, brands are not judged for what they make or sell, but for the overall journey they create to connect products and clients. So, if omni-channel is the rule, what are the foundational elements of your innovative strategy?

Topics: Digital Customer Experience Analytics Retail Content Marketing Inbound Marketing Wearable Big Data Customer Journey

Top 5 Technologies That Will Change Retail Customer Experience

We have talked a lot lately about the retail customer experience: a revolution that is questioning every certainty retailers had acquired. Disruptive technologies rewrite from the foundations the connection between brands and customers, starting from the very nature of the physical point of sale. These tech trends will only speed up from 2015 on, and shopping as we knew it will never be the same. Let's take a look at the top 5 tech innovations that are reshaping the retail customer experience.

Topics: Digital Customer Experience Innovation Analytics Android Retail Content Marketing Big Data Internet of Things

Google's 3 Tech Trends For 2015 To Improve Digital Customer Experience

Prediction is very difficult, especially about the future”: this quote, attributed to the Danish physicist Niels Bohr (Nobel Prize in 1922), perfectly depicts the complex act of foreseeing the future of technology. Only the brave, to quote another motto: while Google may not have crystal balls, it surely has search data. And customers’ data is the key indicator to predict what’s to come. Let’s take a look at Google’s 3 tech trends for 2015, and how they can help marketers improve digital customer experience.

Topics: Digital Customer Experience Innovation Analytics Retail Content Marketing Wearable Big Data Mobile Internet of Things

3 Big Things You Need To Improve Digital Customer Experience

To start off your 2015 with a huge marketing leap, you need something big. Three big things, actually. We all know that the ultimate purpose of digital customer experience is to build the perfect bridge between brands and customers. But you will never get - and retain - customer’s love and trust if you don’t understand deeply yourself and the ecosystem you live in. Here, between the lines, you can spot 3 big things you need to improve digital customer experience.

Topics: Digital Customer Experience Analytics Archetypes Storytelling Big Data Customer Journey

3 E-Commerce Trends For Your 2015 Retail Customer Experience

In 2015 the distinction between retailer and online retailer is destined to blur. The merging of E-Commerce and mobile technology will only speed up this process, as more and more customers turn to the web for product information and purchasing decisions. Even traditional brick-and-mortar players will feel the need to become omni-channel to offer the best retail customer experience. So let's explore the main E-Commerce trends for 2015.

Topics: Digital Customer Experience Innovation Social Networking Retail Content Marketing Mobile