Your source of insights for a successful digital transformation.

The New Customer Journey: 5 Steps To Reinvent the Map

The journey of a thousand miles must begin with a single step.” (Chinese Proverb)

With the rise of a new generation of digital customers, you can no longer rely on the traditional customer journey map. And with the word ‘traditional’ we mean every single map that you have used in the last ten years.

In the digital ecosystem everything changes at such an impressive pace that you need a new perspective to engage and monetize customers. Purchasing and consumption behaviors evolve, and so does the digital customer experience.

Topics: Digital Customer Experience Innovation Project Management Branding Big Data Mobile Customer Journey

5 Digital Best Practices For a Brilliant Engagement Strategy

Do you really need digital best practices? For more than fifty years, marketing has mostly been about communicating, promoting and selling products offline.  Then, suddenly the rules of engagement changed forever. What happened?

The Internet and the smartphone happened. Close your eyes and think for a minute about what life was like before the Internet. Can you? New generations of customers will never experience the world without connectivity, and now you definitely need a digital marketing strategy to engage them and earn their loyalty.

Topics: Digital Customer Experience Innovation Content Marketing Big Data Exponential Organization Mobile

5 Ways You Can Use Mobile To Improve Customer Experience

What is your first reference when you need to do something? What is your primary source of information when you need to decide what to buy? Mobile devices. One of the most exciting things about the Internet era is the pace at which innovation happens.

If we had to choose a single keyword to describe the historical moment we all live in, that would be ‘mobile’. Hence, there is no way to improve customer experience if you ignore the power of smartphones, smartwatches, wearables and all mobile technologies.

Topics: Digital Customer Experience Content Marketing Inbound Marketing Big Data Mobile

Retail Banking: Customer Experience Reinvents Financial Services

How can retail banks and financial institutions survive in a world where customers only need fifteen minutes to open a bank account online? How can they attract and engage clients able to carry out transactions with one single tap on the screen of the smartphone? Easy, they need to put the experience in the equation.

Retail banking customer experience is not a recent topic. Without customers, there won’t even be the need for financial operators. What has changed, in the last ten years or so, is technology, and customer behaviors with it. In the age of digital and mobile, banks need to embrace the digital transformation and reinvent themselves to survive.

Topics: Digital Customer Experience Financial Services Content Marketing Inbound Marketing Payment Big Data Mobile

The 6 Pillars of Digital Transformation To Improve Customer Experience

"Digital innovation is as much about technology as it is about people." (Brian Solis)

In the past decade, business and society have undergone a whirlwind of changes. A digital disruption, in fact, guided by technology. The Internet and the smartphone have brought the entire world in our hands, forcing the transformation of markets, identities, and companies.

Topics: Digital Customer Experience Society Innovation Social Networking Analytics Storytelling Content Marketing Big Data Mobile

Customer Engagement - 5 Things Sports Can Teach You About Loyalty

What do you need to be the best? Everything you’ve got.

This slogan - taken from a famous advertising for sports apparel - wraps-up the greatest lesson digital marketers can learn about customer engagement from sports management.

And that is: If you don’t train to offer the best performance and deliver the best results, you will never overcome the competition to win your customers’ heart and mind. You will never improve customer experience.

Topics: Digital Customer Experience Gamification Social Networking Branding Storytelling Content Marketing Wearable Big Data Mobile

Wearable Technology: 3 Trends For The Future of Quantified Self

There could be wearables for everyone. Far from being fancy gadgets made to impress coworkers and friends, the smartwatch and all wearable technology seem destined to build a solid market, possibly taking a large share from smartphones and tablets.

While companies are still trying to figure out how to include them into their mobile marketing strategy, smart watches, glasses and wristbands are already reshaping the customer journey. And that’s just the beginning: even more disruptive wearables may come very soon.

Topics: Digital Customer Experience Gamification Future Fashion Luxury and Beauty Wearable Big Data

Mobile Engagement: Google’s Micro Moments Change The Rules

Do you remember the Mobilegeddon? In the last two months, Google has announced several updates to the search engine algorithm and AdWords: all in the name of the mobile mind shift.

The updates were in response to the impact of the smartphone on the way customers make purchase decisions. Google wants you to think in terms of Micro Moments, ‘in the moment’ opportunities that will change the rules of mobile engagement.

Topics: Digital Customer Experience Future Analytics Android Retail Content Marketing Big Data Mobile

3 Trends Linking Digital Marketing Strategy To Mobile Technology

Two years ago Gartner predicted that marketers will spend more than IT on technology innovation by 2017. As we get closer to the day of that prophecy, is the shift really happening?

While we won’t face a transfer of power from CIOs to CMOs very soon, there is no doubt that marketing and technology are now more connected than ever. So strictly linked, in fact, that digital marketing strategy is not even conceivable without disruptive technologies.

Topics: Digital Customer Experience Analytics Retail Big Data Cloud Mobile Internet of Things

The Evolution Of Mobile Customer Experience: 4 Steps To Improve

What is the single most important element shaking up the way we live and connect with the world? Mobile connectivity is the word. Since the Internet walked out of our houses, business is constantly reinventing itself to answer the needs of always-connected customers.

With the spread of smartphones, the customer journey goes digital, forcing organizations to rethink how they engage with clients and employees. The mobile customer experience, thus, becomes top priority if you want to succeed in a new era of mobile as the real first screen.

Topics: Digital Customer Experience Branding Wearable Big Data Mobile Internet of Things