Posts Tagged ‘cx’

Many moons ago, I wrote the blog post This Is Bad News For Sponsors And CROs, in which I shared how the number of principal investigators interested in running new trials had declined. Another blog post from several several years ago, Wait, You’re Not Using an Investigator Portal?, shared one method of increasing satisfaction among […]

Companies capable of delivering “end-to-end” customer service entering 2017 are well-positioned to lead their industries throughout the year, according to new Forrester research. The independent technology and market research firm’s January 2017 report titled Elevate Your Customer Experience With End-to-End Customer Service includes examples of customer service performances from a handful of top-tier consumer market […]

Adopting a new customer experience platform can be costly and challenging, but the risk of not keeping up with the latest technology could be even greater. When your platform can no longer provide the functionality and flexibility that your business needs to compete, it’s time to take a hard look at your legacy system and […]

Similar to the way digital transformation means different things to different people, there are myriad types of projects and initiatives that fall under the concept of digital transformation, including: Implementing methods that enable changes to be made quickly on digital platforms, such as websites, mobile, social, and portals Developing websites and portals that are mobile-friendly […]

Most digital transformation initiatives begin with customer journey mapping, a process that helps one fully understand the dynamics of the target customer and their behavior. Journey mapping connects the dots from a customer’s initial interaction with a brand, through their entire experience with that brand via multiple channels (e.g., website, mobile app, phone call, direct […]

In today’s digital age, consumers have evolved to become far more independent and self-sufficient. They expect access to information, services, and products to be quick, easy, useful, engaging, and even entertaining. Businesses that are not yet meeting these new expectations are falling behind the curve. But this particular curve is not just the trend of […]

As it typical at the end of the year, you think about what the next year will bring.  I’ve got eight topics that I think will impact Digital Transformation or a company’s Digital Transformation initiative.  Some of them probably won’t be a surprise.  That would include my first topic, in 2017 Customer Experience will remain […]

While it means different things to different people, digital transformation is a movement. According to the research firm Altimeter, the definition of digital transformation boils down to this: “The realignment of, or new investment in, technology and business models to more effectively engage digital customers at every touchpoint in the customer experience lifecycle.” Digital transformation […]

We have become a digital society. We use mobile devices to guide us through rush hour traffic, to find a great new spot for lunch, to research recipes for dinner, to do our shopping, to track our exercise, to entertain, to connect with friends and family, and to wake us up the next morning to […]

A new report published by Ipsos MORI, a market research company, and VocaLink, a global payments partner to financial institutions and governments, indicates that European millennials are struggling to adopt mobile payment technology. While more than half of the ~4,000 millennials from Germany, Italy, UK, and the Netherlands that took part in the study exhibit deep […]

A recent conversation with a prospective client of ours prompted me to write this post. The client is looking at ways to improve the adoption rate of one of its products by a specific population because, for a variety of reasons, adoption by that segment has been slower than others. The solution to challenges like […]

It was my first Oracle rodeo. Recently, I was fortunate to attend Oracle OpenWorld in downtown San Francisco. For those who have not attended, 50,000+ people descend on the city for 5 days of hard learning, idea sharing and relationship building. More caffeine is consumed in this 5-day period than any other event on earth.* […]