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...