More business is conducted online than ever, and companies that recognize the need to develop a digital transformation strategy to meet Millennials and younger people where they are can benefit. Companies and institutions of every size have been affected …
Customer Experience can be challenging unless you have the right resonation with customers, users, and employees. Experience design and business transformation initiatives can require time, effort, and finances.
Many customers have had a difficult time in 2020, and they’re looking for the brands that they’ve stuck by to support them and help make 2021 much better. The good news is that Forrester predicts that 25% of brands will have significant advances in the quality of their customer experience in the year 2021.
The new market reality is that without a creative DX and CX strategy, brands may not survive, and government agencies may lose opportunities to improve lives in the communities they serve.
The Five Unmistakable Trends that will Define the Future of Sales. The sales profession is in transition. It’s shifting from an offline, seller-driven, push-based model toward a digital-first, data driven and buyer-focused response. Those sellers who adjust to buyer preferences, behaviors and purchase processes will outperform those that do not.
Customers nowadays expect a consistently positive experience when interacting with companies, products and services. If organizations really desire to meet or exceed these expectations, they need to rethink and adapt the outside-in perspective. In other words, they need to walk in their customer’s shoes and understand how they are really experiencing the customer journey and what they are feeling at each transactional touchpoint.
In a short period of time, COVID-19 has overwhelmed lives and livelihoods around the globe. For vulnerable individuals and the customer teams that serve them, it has also forced a rethinking of what customer care means. Suddenly, examinations of customer journeys and satisfaction metrics to inform what customers want have given way to an acute urgency to address what they need.
Digital transformation 4.0. Als gevolg van de coronapandemie is digitalisering in een stroomversnelling geraakt. Bedrijven in zo goed als alle sectoren zijn genoodzaakt om hun transitie naar digitaal verdienen en werken te versnellen. Wat Covid-19 echter ook heeft bewerkstelligd, is dat de kern en aanpak van digitale transformatie zelf ook aan verandering onderhevig zijn.