Boston Scientific, a leading innovator of medical solutions, recently automated 50 customer service processes around monitoring cardiac device implants in patients to achieve significant gains in both customer satisfaction and cost efficiencies. The noteworthy aspect of this automation initiative was that the 50 processes included not just back-end processes, but… read more →
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As discerning digital customers place more value on design aspects such as experience, usability, emotional connect, design has become the most important factor of competitive advantage. According to Forrester, businesses that lead with design attain more satisfied and loyal customers, competitive advantage and greater market share. In fact, 50% of… read more →
In today’s digital economy where “default is digital”, mere emotions don’t move the needle as was the case earlier (remember those TV and print ads that moved us to tears or inspired us to do something). Digital-savvy buyers need marketers to do something different to replicate the pull that emotion… read more →
Today’s organizations fancy digital experience platforms as they reduce cost, increase efficiency, and improve customer experience for better return of investments. But migrating content and digital assets into a new customer experience can be a significant effort. Read our blog on typical enterprise needs that mandate migration from existing legacy… read more →
Data collection is just the tip of the iceberg. Knowing how to effectively apply this data for omni-channel targeting, will determine the effectiveness of your campaigns and ultimately your investments. Allow the customer to own their data There will be cases where you may not be 100% sure of customer… read more →
Since early 2000, many industries have reaped benefits from the digital disruption. But, high risk exposure, enormous regulatory scrutiny, and volatile market conditions have left the mortgage sector way behind. Of late, several prevailing trends have influenced the mortgage industry to veer away from the good old-way of doing things to… read more →
Any enterprise application must support the needs of your business users by providing a cost effective and user friendly solution. Digital marketing and content services platforms are no exception. As an enterprise grows it deploys many solutions and services to support the underlying business processes and needs. There comes a point in time… read more →
The rewards for delivering a stellar customer experience (CX) today are high. But the stakes are rising too. In hidden corners of your organization, enthusiastic teams may be working on CX initiatives that they believe will give your company a competitive edge. But to make that happen, they will likely… read more →
Customer relationship management (CRM) and customer experience management (CXM) initiatives have been useful tools to improve customer service. But they only operate as linear systems between the enterprise and customers – they don’t take advantage of the myriad business opportunities that exist within an ecosystem. Inter-customer relationship management (ICRM) is… read more →
How does a company meet unfulfilled customer needs and create value beyond its core competencies? A single company cannot have the bandwidth to provide every potential service that its customers may require even if it’s aware of those needs. Here’s where the emerging practice of inter-customer relationship management (ICRM) offers… read more →
