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#customercentricity

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The importance of customer centricity and customer experience in B2B

B2B companies will also need to shift to a customer-centered business model

GEN-Gandhi-B2B-Customer-Service-Ecommerce-omnichannel-2400x2400-300x300.jpg

Three Driving Forces in B2B Markets

Consumerization of customer expectations

Distinct characteristics of B2B purchasing

Evolving analytics and algorithms

 

Four Pillars of Superior Digital Customer Experience

Pillar 1: Comprehensive, Personalized Customer Experiences

Pillar 2: Segmented Customer Needs

Pillar 3: Facilitated Customer Interactions

Pillar 4: Customer-Centered Operating Models




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Zero-based customer journey design

Zero-based customer journey design

Zero-based design

Some interesting tips about how to succesfully transform customer journeys

1. Are all processes in your organization mapped against end-to-end customer journeys?

2. Do you have people with diverse skill sets on your journey-redesign teams?

3. Are your ideation sessions sparking true innovation or derivative ideas?

4. Is your organization as agile as your journey team?