2019 IT trend: Increasingly strong data privacy rules will lead to new customer experiences

In 2019, protecting customers’ personal data will force companies to rethink their digital strategies as the full effects of the General Data Protection Regulation (GDPR) set in. Failure to comply with GDPR will thwart an enterprise’s ability to conduct business globally. Innovative companies will see this as an opportunity to deliver better customer experiences and […]

Seamless citizen experiences through ‘smarter cities’

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As a retail consumer, the most satisfying experiences might be those that never happen. Our interactions just go smoothly. This is true in the public sector as well – citizens are consumers too, and if we want to deliver on the promise of “smarter cities,” we need to simplify the way public sector organisations and […]

From B2B to B2B2C: Capture greater market share by shifting to customer-centric manufacturing

Providing enhanced customer experiences has not typically been the primary focus for most manufacturers.  Instead, most of the consumer-oriented efforts were left to retail and channel partners. But in today’s hyper-competitive market, customer-centricity has become just as important in the business-to-business (B2B) environment. With recent technology advancements, manufacturers now have an opportunity to not only […]

Why it’s never OK to ignore the customer experience

“This is a tech project; so why do I need to consult the customer?” Sigh. During my working career I have heard this very question (well, it’s more of a statement really) more times than I would have expected. Sometimes it was worded differently and may have sounded something like, “No, no, no. We don’t […]

Cómo las empresas de CPG pueden abordar el “Efecto Amazon” y reconsiderar el compromiso del cliente

Cuando Amazon compró Whole Foods por casi 14 mil millones de dólares a mediados de 2017, todos tomaron nota. Las empresas y minoristas de bienes de consumo empaquetados (CPG por sus siglas en inglés) estuvieron particularmente atentos. La compra de empresas está cambiando el juego en una industria altamente competitiva que ya estaba llena de […]

How CPG companies can address the ‘Amazon Effect’ and rethink customer engagement

cardboard-boxes-in-warehouse

When Amazon bought Whole Foods for nearly $14 billion in mid-2017, everyone sat up and took notice. Consumer packaged goods (CPG) companies and retailers were particularly attentive. The acquisition is changing the game in a highly competitive industry already rife with upheaval. The quintessential online retailer is now embracing brick and mortar – and it […]

Real-time environments help airlines land a better consumer experience

airplane-on-approach-for-landing

Airlines are behind the curve when it comes to operating in real time. The industry’s unique standards for selling airline products have been developed over many decades, resulting in multiple layers of complexity that have rendered sales systems — and business processes — cumbersome and inconsistent. This sets the stage for the entrance of innovative […]

Less is more: Minimal effort is the new measure of the “always-on” customer

by Els Van Hauwermeiren Today’s world is one of too much: too much work to do, too many communication streams and too much information. We are striving to keep up, but inevitably we’re falling behind, sometimes leaving us with a nagging sense of failure that is hard to shake off. We feel overwhelmed by “busy-ness” […]

Digital labor and intelligent automation: The impact on the workforce behind the hype

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by Brenda Byrd Digital labor and intelligent automation offer compelling business benefits that include cost reduction, increased accuracy, ability to scale and consistency. While these well-deserved benefits are undeniably impressive, the real impact at the workforce level on service providers, businesses, clients and talent retention is still emerging. Behind the hype is uncertainty around the […]

From agents to chatbots: Techno-savvy customers force the “revolution”

by Roger Laughlin Times have changed.  In the 70s, 80s and 90s people wanted the fastest way possible to speak to an agent.   Today, for me anyway, talking to an agent is my last resort.  Give me a good website with the information I need.  If I need additional help, give me a chat window […]