Rethinking the customer journey after COVID-19

The world has seen tremendous change in the last few months. “Social distancing” has become the norm to protect against coronavirus and businesses, big and small, have been shaken to their core. Some are experiencing an unexpected shortfall in demand, while others are struggling with increased consumer demand and supply shortages. The dynamics of the customer journey – both for B2B and B2C customers — is constantly changing as we adapt to our new surroundings.

Creating a positive customer service experience during COVID-19

April 23 2020

0 comments

Remember the good old days when eCommerce and social media were just getting big? ECommerce led to more touchpoints for businesses to connect with customers, and social media was a new channel to reach even more with consumers. In the early 2000s, positive sentiment and loyalty were important— eCommerce and social channels were examples of some ways to drive these. Well it’s 2020, COVID-19 is here, and now sentiment and loyalty aren’t just critical.

5 ways energy and utilities providers are improving customer experiences

December 27 2019

0 comments

My first blog post in this series gave an overview of why energy and utilities firms like Siemens are undergoing digital transformation to remain competitive. One common digital initiative for energy and utility providers is improving customer satisfaction; conditioned by other high-tech industries, consumers increasingly expect personalized, omnichannel experiences — leading utilities to tap into new technologies.

Why digital retail is like online dating

When it comes to online dating, it’s all about how you present yourself. Your profile needs to speak to who you are and send the right signals to help the dating site match you with someone compatible. Having an appealing online profile applies to digital dating, but digital retail as well. 

Retail brands need to make sure their digital presence is matching their customer’s wants and needs — in order to have a successful relationship with their customers.

5 takeaways from HBR’s “Closing the customer experience gap” report

closing the customer experience gap

Today’s consumers expect a smarter and more connected experience, and it’s increasingly a key competitive differentiator for all companies.

Creating compelling customer experiences through MDM with Stibo Systems and MuleSoft

Connected retail experience

With more channels, teams, and systems involved than at any point in history, businesses must consider how to deliver complete, connected customer experiences. The answer to this obstacle is Multidomain MDM and integration.

Modernizing customer engagement with open banking platforms

mobile wallet and credit card

How can banks operating on a 20th century business model adequately service customers with 21st century expectations?

5 traits of successful API products

5 traits API products

The web is littered with good API intentions gone wrong. Too many businesses have realized they “need APIs” and created them as a tick-the-box feature without thinking about their broader strategic value. One critical difference between the businesses that succeed and those that don’t is the underlying approach by which APIs are planned and conceived.  Put simply: Is the API a project or a product?

How IoT can enhance customer experiences

Iot customer experience

Rather than following a one-size-fits-all approach, the most successful businesses are rapidly tailoring offerings for customers in real time.

3 steps to unlock connected customer experiences in insurance

customer experience insurance

The insurance industry is operating in an age of radical disruption. Traditional insurers are no longer safe, with insurtechs challenging incumbents to rethink their business and operating models.