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Tag Archives | customer experience

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Customer Effort Score (CES)

In a world where Customer Loyalty and Satisfaction are paramount, the Customer Effort Score (CES) emerges as a beacon guiding organizations to optimize their interactions. This article is centered around one of the most impactful Customer Experience metrics. the Customer Effort Score.  CES plays a role in understanding the ease of customer interactions, thereby shaping […]

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DALL·E 2024-01-08 15.50.08

Experience Economy

The concept of the “Experience Society” is a social and economic evolution where experiences, rather than goods or services, become the primary products of society.  This idea has been influenced by various theorists, including Alvin and Heidi Toffler. The Tofflers’ analysis of societal evolution lays the groundwork for understanding the shift to an experience-focused society.  […]

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Service Blueprint

Service represents an intricate, multi-tiered procedure encompassing numerous individuals and technologies that collaborate harmoniously or encounter issues.  In order to foster Innovation and enhance Customer Satisfaction, visualizing every step and participant, from customers to third-party vendors, is essential. This is where Service Blueprints play a crucial role.  Just as the name implies, the Service Blueprint […]

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Jobs-to-Be-Done (JTBD) Theory

Most Innovation efforts fail because of a lack of understanding of customers’ needs. The enormous amount of data available today should have made it easy for organizations to capture what customers hope to achieve.  However, this is not the case.  Almost everywhere, data is being used to find correlations instead of causation. The Jobs-to-Be-Done (JTBD) […]

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Internet of Things (IoT) Strategic Models

The Internet of Things (IoT) combines Innovation, outreach, and complexity.  Despite the uncertainties in IoT industry, the technology offers unlimited opportunities to corporations.  It encompasses an accumulation of network-based devices.  IoT involves extending internet connectivity beyond standard devices.  Embedded with technology, these devices can communicate and interact over the Internet. They can be remotely monitored […]

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DALL·E 2022-11-01 12.34

Internet of Things (IoT) Technology Stack

Internet of Things involves providing innovative digital services and delightful Customer Experiences.  IoT encompasses an accumulation of network-based devices that extend internet connectivity beyond standard devices.  These devices can communicate and interact over the internet, and can be remotely monitored and controlled. IoT devices run on network connections like Bluetooth, Wi-Fi, and Near-Field Communication (NFC). […]

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Information Technology (IT) Redesign

Disruptive change has put a tremendous strain on organizations and their IT departments.  The capabilities of the IT talent is declining due to inadequate technical education and aging workforce.  Legacy systems and diverse IT applications are frequent across most organizations.  Mergers and Acquisitions have become a norm, pushing vendors to form alliances.  Mobile devices, tablets, […]

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Stock Image 1 - Customer-centric Segmentation

Customer-centric Segmentation

Rising competition and introduction of new ways of capturing large amounts of customer data has necessitated advancement in capabilities of organizations to foresee and fulfill customer needs and wants. Ever more B2C concerns are going all-out to Design Customer-centric organizations.  Organizations pursuing Customer-centricity depend on some type of Market Segmentation.  Market Segmentations assist in understanding […]

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10 Hidden Strategic Opportunities

Potential opportunities always surround leaders.  It is up to them to pounce on those or regret overlooking them when someone else takes advantage of them. Leaders’ personal beliefs and assumptions often clash reality.  The trait is categorized as “confirmation bias” in Psychology, where individuals pick the data that supports their existing opinions and approaches and […]

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M&A Growth Strategy

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 […]

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