Digitizing The Customer Journey
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Digitizing The Customer Journey
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Author : Stephen J. Wright
language : en
Publisher: Bluetrees Gmbh
Release Date : 2019-07-31
Digitizing The Customer Journey written by Stephen J. Wright and has been published by Bluetrees Gmbh this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-07-31 with Business & Economics categories.
Groundbreaking book emphasizing the need for companies to convert and integrate all their customer service and marketing data into a system that is optimized for an excellent user experience. In today's times, any business that wants to compete will have to consider the advanced technologies available and implement them as soon as possible.
Digitizing The Customer Journey
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Author : Stephen J. Wright
language : en
Publisher: Bluetrees GmbH
Release Date : 2019-07-31
Digitizing The Customer Journey written by Stephen J. Wright and has been published by Bluetrees GmbH this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-07-31 with Business & Economics categories.
Digitizing the Customer Journey is a book emphasizing the need for companies to convert and integrate all their customer service and marketing data into a system that is optimized for an excellent user experience. In today’s times, any business that wants to compete will have to consider the advanced technologies available and implement them as soon as possible, or be left behind! Stephen J. Wright, CEO, COO, and CIO at numerous multinational companies, provides many examples from various types of industries, and gives clear steps how to get started, as well as making major arguments for the effectiveness of this type of change in any business-to-consumer company. You will get the answers to the following questions: ✔ What are some of the ways technology has brought change to the economy? ✔ What is a customer journey? ✔ What are the three most important processes in every business? ✔ Why is a business that has digitized its processes likely to do better than one that hasn’t? ✔ What are the best ways you can use technology to digitize the customer journey? ✔ What is a circular economy?
When Digital Becomes Human
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Author : Steven Van Belleghem
language : en
Publisher: Kogan Page Publishers
Release Date : 2015-04-03
When Digital Becomes Human written by Steven Van Belleghem and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-04-03 with Business & Economics categories.
WINNER: CMI Management Book of the Year Awards 2016 - Commuter's Read Category In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn't just rely on digital engagement and excellence, but also on combining a digital-first attitude with a human touch. In When Digital Becomes Human, Steven Van Belleghem explores and explains the new digital relationships. Packed with global examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Coolblue, Nike and Starbucks, When Digital Becomes Human presents a clear model that companies can easily implement to integrate an emotional layer into their digital strategy. This guide to combining two of a business's most important assets - its people and its digital strengths - covers the latest issues in digital marketing and customer experience management, including omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, customer collaboration (ie crowdsourcing) and more.
Augmented Customer Strategy
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Author : Gilles N'Goala
language : en
Publisher: John Wiley & Sons
Release Date : 2019-04-26
Augmented Customer Strategy written by Gilles N'Goala and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-04-26 with Business & Economics categories.
Digital transformation is shaping a new landscape for businesses and their customers. For marketing professionals, advancing technology (artificial intelligence, robots, chatbots, etc.) and the explosion of personal data available present great opportunities to offer customers experiences that are ever richer, more fluid and more connected. For customers, this ecosystem is synonymous with new roles. They are more autonomous and have power alongside the company: they influence, innovate, punish and more. These developments push companies to implement new customer strategies. It is in this context, marked by pitfalls and paradoxes, that the authors of this book reflect on the customer relationship, what it has become and what it will be tomorrow. The book provides practitioners, teacher-researchers and Master's students with a state of the art and a prospective vision of customer relations in a digital world. It is aimed at those who want to gain an up-to-date understanding of the field and find all the keys needed to project themselves into the future.
The Journey Mapping Playbook
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Author : Jerry Angrave
language : en
Publisher: Walter de Gruyter GmbH & Co KG
Release Date : 2020-10-12
The Journey Mapping Playbook written by Jerry Angrave and has been published by Walter de Gruyter GmbH & Co KG this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-10-12 with Business & Economics categories.
The Journey Mapping Playbook is an accessible how-to toolkit aimed at customer experience and marketing professionals looking for ways to improve customer and employee experience. Using visualisation, templates and case studies this is a practical guide to planning, facilitating and delivering a strategic, supportive and effective journey mapping workshop. The Journey Mapping Playbook is based on the author’s real-world experience of running hundreds of journey mapping sessions. Understanding the priorities and pain points in customers’ lives is critical to achieve business success. Helping you to nurture better and more profitable customer experiences, this book will help you to: Define journey mapping Understand why it is commercially important Prioritise which journeys to focus on and how Decide who to invite and which tools to prepare Plan for an effective session Make every stage of the journey relevant and purposeful Build an ongoing programme The Journey Mapping Playbook shows you how to understand your customers better, whatever the size or sector of your business. Jerry Angrave, Founder and CEO of Empathyce, UK
Seamless
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Author : Anders Sorman-Nilsson
language : en
Publisher: John Wiley & Sons
Release Date : 2017-02-13
Seamless written by Anders Sorman-Nilsson and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-02-13 with Business & Economics categories.
Achieve brand success with smarter change management and seamless transformation Seamless is a guide for transforming your brand and heroically taking your business into the future. Customers are sick and tired of the inconvenience, friction, arrogance and grating seams they experience on their customer journeys caused by brands undergoing awkward and haphazard change. This book shows you how to remove the external and internal seams for a smooth transition between marketing channels, to provide a transformative customer journey. Anders Sörman-Nilsson, futurist and author of Digilogue (Wiley 2013), reveals the key factors to designing a cohesive and agile brand that is fit for the future. This book looks at on-the-ground implementation of Digilogue ideas, giving you a first-hand account of how emerging technology has evolved and disrupted the business landscape since 2013. You'll learn the trials and tribulations of omnichannel marketing, change leadership, start up thinking versus a heritage (and family) business legacy and why there has never been a better time to implement seamless technologies in your business. The future doesn't unfold neatly — in fact, it's often a disruptive slap in the face. Seamless is the key to a successful business future, and this book shows you how to make seamlessness work for your company, starting today. Design away the friction with transformative customer experiences Weave disparate channels and parts of a brand together into a seamless whole Take an integrative, rather than additive, approach to communications Achieve the highest level of customer intimacy, the key to customer loyalty Drive seamless change inside your organisation by designing journeys of constant adaptation Communication channels continue to proliferate, and simply adding every new flash in the pan is a sure path to ruin. You need to bring together every part of your brand into a cohesive whole, one with deliberate, strategic structure and wholeheartedly gather all your stakeholders around it. Seamless shows you how to remove the scar tissue, reveal your brand's fresh edge and meet the future curious, agile and open-minded.
Cx That Sings
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Author : Jennifer L. Clinehens
language : en
Publisher:
Release Date : 2020
Cx That Sings written by Jennifer L. Clinehens and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020 with categories.
Customer Centricity
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Author : Josep F. Valls Giménez
language : en
Publisher: Cambridge Scholars Publishing
Release Date : 2018-10-12
Customer Centricity written by Josep F. Valls Giménez and has been published by Cambridge Scholars Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-10-12 with Business & Economics categories.
The empowered customer is here to stay. With a low tolerance for subpar experiences, they have no qualms in switching brands if disappointed, and expect companies to provide offers that are personally relevant to them. This realisation has led enterprises to revamp their business strategies to meet the high expectations of these savvy and hyper-connected consumers. This requires a 360 degree customer-centric approach—fuelled by big data—that attempts to understand customer problems and deliver timely solutions. The ability to use customer journey mapping and real-time analytics to unlock actionable insights can provide a competitive edge. Knowledge about shifts in customer behaviour, preferred channels or social media sentiment helps companies to respond proactively and with the right message. The digital transformation snake framework presented in this book examines the socio-economic changes and digital trends that are reshaping consumption, and what they portend for the future. It is complemented by an analysis of the new skills and workforce models, as well as the business models needed to succeed in the age of digital disruption.
The Digital Innovation Playbook
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Author : Nicholas J. Webb
language : en
Publisher: John Wiley & Sons
Release Date : 2011-08-30
The Digital Innovation Playbook written by Nicholas J. Webb and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-08-30 with Business & Economics categories.
A complete and practical road map to achieving unprecedented business success through digital innovation excellence In this breakthrough book, world-renowned innovation strategist Nicholas J. Webb uncovers the secrets of the world's best innovators. And what he found is that there is a new phenomenon that he calls "Digital Innovation" which is sweeping the world. In this powerful book, Webb clearly defines innovation as "the process of delivering exceptional value through active listening." His case studies show how great organizations like Kodak, IndyCar, U.S. Army, and Southwest Airlines have used Digital Innovation to drive colossal success. Webb also discusses how Dell Computers has set up their own Digital Command Center to monitor over 70,000 keywords in over 11 languages to listen, to learn, and to ultimately invent world-class technologies. He predicts that Digital Innovation will replace the term Open Innovation and that ultimately every successful organization in the world will hire a Chief Listening Officer (CLO). Demystifies the hyper-complex world of Digital Innovation Presents comprehensive case examples of how organizations both large and small have deployed Digital Innovation methodologies to grow both sales and profit Shows how organizations are using digital media, Web 2.0, and social media to connect to their customer communities and internal stakeholders alike With free online training that will help you put theory into practice, The Digital Innovation Playbook prepares you to implement a Digital Innovation culture into your corporate life.
Managing Customer Experiences In An Omnichannel World
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Author : Taşkın Dirsehan
language : en
Publisher: Emerald Group Publishing
Release Date : 2020-11-26
Managing Customer Experiences In An Omnichannel World written by Taşkın Dirsehan and has been published by Emerald Group Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-11-26 with Business & Economics categories.
Managing Customer Experiences in an Omnichannel World explores how organizations integrating both the physical and virtual environments for consumers will enable them to effectively manage the customer experience.