Tag: ubiquitous optimization

Business transformation: what butterflies can’t do – and we have to

When Edward N. Lorenz, Professor of Meteorology, first talked about the butterfly effect in 1972 he had no idea how 'his' butterfly effect would be massively embraced in so many areas. When he flapped his...
MyersBriggsTypes-by-Jake-Beech-Own-work.-Licensed-under-CC-BY-SA-3.0-via-Wikimedia-Commons

Psychology and marketing: respecting and failing the customer

As organizations focus more on customer service, the customer experience and, well, anything that's customer-related, there's also an increasing attention for the psychological dimension of business (workers) and customers. Indeed, we have finally discovered that...
According to Forrester digital customer experience – DCX – and digital operational excellence – DOX – go hand in hand

Digital customer experience – connecting the dots

Is there such a thing as "digital customer experience" and even a "social customer experience"? Yes and no. We can look at the overall customer experience in the context of digital touchpoints. We can...
Most important elements of the ideal customer experience according to customers in EIU research - via MarketingCharts

Customer expectations – get the basics right first

Customer expectations are "changing". Customers expect the same customer experience "quality" levels  as they "get" them from the best-in-class, regardless of industry. Higher customer expectations means upping the ante to meet them. That's what...
Humanization

Digitalization and the human element in digital change

One of the key reasons technology implementations, digital transformation efforts, IT projects, customer service or experience optimization plans and digital business projects fail is the lack of attention for the essential human component. It's a...
Digital transformation in banking - source A.T. Kearney

Digital transformation in practice: now and tomorrow

We often focus on optimization and digital transformation projects for the now in a rather ad hoc way. An example: if we want to change the ways we work in a more collaborative and...
Starbucks experience map by Little Springs Design as posted by Joyce Hostyn

Connecting the customer experience

Enabling great customer experiences and optimizing processes and interactions across all touchpoints in a consistent and human, customer-centric way leads to marketing and business success. And it increasingly revolves around personal, personalized and at...
Happy New Year 2015 from i-SCOOP

2015: people-centric wishes, predictions and top lists

The end of a year and - amazing coincidence - the beginning of a new year for many is a time to look back and feel a mix of joy, regrets, pain, gratitude and...
Customer-centric content marketing

Content marketing: a customer-centric manifesto

Content marketing is not an island. It is part of a bigger picture, aiming to create business value by creating customer value. It takes a customer-centric and integrated approach to succeed in content marketing....
Your business is the audience

The customer has a voice: your business is the audience

The significantly grown attention for "content marketing" and the “brands as publishers” and storytelling narrative has made marketers look at their customers, prospects, etc. as "audiences". It's time to look at our businesses as...