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