Every day, organizations launch one or more customer experience initiatives to speed their firms toward digital transformation, often without fully appreciating that the business culture will invariably morph – with or without guidance – and employees will need to work differently once new projects are completed – with or without effective training. By overlooking… read more >
If customers are king, then understanding the journeys they choose to take with our organizations is highly strategic for sustainable success. But creating multiple journeys without a journey strategy can still deliver disjointed customer experiences. This short-sighted approach guarantees that journey mapping will have a negative rather than positive impact on efforts to improve customer… read more >
Selecting the right CMS by using known best practices is a great way to start your organization’s journey on the road to success. But it’s only half the battle; next comes the hard part, which is to complete a successful CMS implementation using the lessons learned from organizations that have already gone through the process…. read more >
Companies that luxuriate in customer trust are the envy of CEOs, customer experience execs and CMOs everywhere. Customer trust doesn’t spring up overnight and it can’t be bought by money alone. Instead, trust builds, layer upon layer, each time a customer engages favorably or exceptionally with his or her supplier, and deepens each time a… read more >
I recently interviewed Juanita Koilpillai, a cybersecurity expert who is the CEO of Waverley Labs (a cybersecurity software and services firm) and co-founder of the Digital Risk Management (DRM) Institute (a nonprofit seeking to expand knowledge about cybersecurity risks.) She identified two important, nascent trends for 2017: • Cybersecurity collaboration. In forward-looking companies, the lines of… read more >
An Interview with a Cybersecurity Expert Why must chief marketing officers pay more attention to cybersecurity issues in 2017? Because cybersecurity, customer privacy, and trust are interconnected subjects that should and will soon matter to marketing organizations. What’s more, the topic is quickly moving from “below the radar” to high visibility as multi-national companies prepare… read more >
Last week, OpenText finalized yet another acquisition, which is pretty much par for the course for this vendor. OpenText’s growth strategy depends heavily on acquisitions and this was no exception, although this specific purchase was an unusually important addition to the OpenText stable of products. Since the company began, OpenText has made 55 acquisitions, and… read more >
Meet with Connie Moore at OPEX Week 2017.
OPEX Week 2017 is a Business Transformation World Summit event that brings together members of IQPC’s Process Excellence Network (PEX). The conference is aimed at executives, managers, and practitioners who are responsible for their organizations’ operations, processes, performance, and transformation.
Key themes include business transformation, customer centricity, digital operational excellence (OpEx), process governance, and data analytics. Enterprise leaders from healthcare, financial services, high tech, apparel, and pharmaceutical industries are on the program, sharing their experiences with driving business and process transformation within their organizations. See the full agenda for details.
Digital Clarity Group has partnered with IQPC to offer subscribers a 20% discount on the registration fee for Master, Business, and Two-Day passes. Use discount code DCG_20 when registering.
Focusing on operational excellence in customer experience is a key trend for 2017. It’s also a strategic way to change the culture of organizations that have committed to customer experience (CX) transformation even though mid-managers and employees have not fully embraced a new mindset and changed their behaviors. Many companies spend massive amounts of money… read more >
In my last post, I identified a strategic focus on operational excellence that will drive business leaders responsible for business transformation and customer experience (CX) management in 2017. Business leaders want to move beyond experimentation with emerging technologies. And they definitely want to end budget-blowing overruns on large scale projects, like omnichannel, which can cost… read more >
