Mergers and Acquisitions enable numerous opportunities for growth. Organizations pursue these initiatives for a number of reasons—e.g. to expand further, attract more clients, or to broaden their product / service offerings. Scores of M&A transactions materialize across the globe each year, but not all of them achieve the synergies such deals promise. As a matter […]
Tag Archives | customer experience
Customer Experience (CX) Pyramid
Most organizations aren’t ready to deliver great Customer Experiences across all channels. Many of them have invested heavily in conventional methods of doing business, backed by in person or over-the-phone customer experience. This has led to creation of siloed operational structures within companies, where each silo operates individually. With the advent of digital channels, these […]
Product Management KPIs
Product Managers are responsible for defining the features or functions of a Product and for overseeing the development of the Product. The role of Product Managers spans many activities from developing Product Strategy to tactical plan and can vary based on the organizational structure of the organization. Typically, Product Leaders are involved with the entire […]
How Do We Create a Customer-centric Culture?
It’s the Age of the Customer. In this day and age, becoming a Customer-centric Organization is no longer just a differentiator–it is a necessity. Customers are now more demanding. Their expectations are higher. In fact, they expect companies to anticipate their needs. To truly become a Customer-centric Organization, we must adopt a Customer-centric Culture. Research […]
Revisiting a Strategy Classic, the Value Disciplines Model – How Are You Creating Value?
Many Strategy frameworks are based on the premise: we can’t be everything to everyone. An organization that pursues too many strategies usually ends up stuck in the middle offering average products for average prices. Thus, much of strategic thinking is focused on prioritization of resources, so we can make the greatest, timeliest impact given our […]
4 Connected Customer Strategies to Create a Superior Customer Experience
With startups ready to disrupt traditional players, established firms need to form an even stronger bond with their customers instead of waiting for customers to reach out to them. The traditional Customer Experience model—referred to as the “acquire what we make” model—is characterized by occasional interaction between the companies and the customers, once a customer […]
Where and How Does Digital Transformation Actually Create Value?
Most would agree there is tremendous potential for Digital Transformation initiatives to drive value within the organization. However, when we dig a little deeper, people may struggle in answering some basic, qualifying questions… How do our Digital Transformation initiatives drive value? (And, how much value?) Exactly where within the organization is the value coming from? […]
What Should Constitute Your Omni-channel Customer Journey Design?
Businesses are getting increasingly complex and so are customers’ expectations. Digital organizations are digitizing their critical Customer Journeys at scale to outperform competition. These organizations are using Digitization to create streamlined journeys, which result in more agile IT units, quick delivery of new products, and improved Customer Experiences and Engagement. But before embarking on digitization […]
How to Design a Breakthrough Customer Experience?
The constant advancement in technology has raised the expectations of customers in terms of their interaction with companies. This digital disruption is also forcing businesses to develop new capabilities and explore innovative ways and means to deliver improved Customer Experiences. Organizations can overhaul their Customer Journeys by embracing latest digital insights and practices. To develop […]
How Do We Maximize Impact of Customer Experience on Value Creation?
Digitally savvy startups are disrupting markets and threatening conventional businesses. They are doing this by utilizing technology to offer new products and services and providing tailored yet uncomplicated experiences for their customers. Likewise, large traditionally-run firms will have to keep evolving their Customer Experience approaches to secure additional avenues of revenue and to stay competitive. […]
Customer-centricity 101: Leading Organizations to be Customer-centric
Advances in technology and communication, combined with the explosive growth in data information, have given rise to a more empowered global consumer. Recent economic and political events highlight the need for companies to understand how consumers view the world and the most important attributes for their purchasing decisions. Responding effectively to rapidly changing consumer needs […]
10 Principles or Key Ingredients of a Thoughtful Customer Strategy
In these challenging times, it’s no longer enough to target a few, select purchasers and develop products for that clientele. The key ingredient that most leaders overlook while serving their clients is a thoughtful and planned Customer Strategy. A robust Customer Strategy entails speaking the language of the customers, knowing how to anticipate their needs, […]
