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4 Ways an Experience Strategy Can Help You Right Now
4 useful use cases for #Experience #strategy include #digital #transformation, #wealth #management #FSI #Design #CX
digital  customer  user  experience  strategy  usecase  example  value  proposition  bank  mobile  website  application  dashboard  omni  channel  fsi  design  transformation  sense  respond  management  csr19 
may 2019 by csrollyson
Make your journey maps measurable with customer journey analytics
[commented] Pitches the importance of basing #customer #journey #maps on real data, not on boardroom-created models
customer  experience  analytics  journey  map  debunk  bullsi  data  transaction  omni  channel  example  telecom  csrblogcomment  call  center  trigger  jtbd  kpi  behavior  csr19 
april 2019 by csrollyson
Ultimate Guide to Customer Experience Mapping: How to Map the CX from Start to Finish – NGDATA
Superb post compares #customer #experience maps to #journey #maps, shows when to use each, then how to build #CX map; BTW #agile #digital #ethnography speeds & improves this process
customer  experience  map  journey  comparison  reference  bullsi  csr19  howto  value  proposition  2017  data  social  media  sales  retail  transaction  example  template  omni  channel  touchpoint  emotion  research  persona  interview  forum  support  call  center  design 
april 2019 by csrollyson
How Retail Is Mastering the Omni-Channel Customer Experience | Centric Digital
Useful summary of #retail #store disruption + #ecommerce move into #apparel @jcpenney insights
strayegy  customer  experience  retail  store  example  jcpenney  ecommerce  omni  channel  2016  apparel  amazon  walmart 
october 2016 by csrollyson
Amazon plans to open a Chicago bookstore in Lakeview - Chicago Tribune
Customer experience lab transcends channels: @amazon goes retail in #chicago #lakeview #cx
book  retail  ecommerce  2016  q3  news  lakeview  chicago  customer  experience  store  digital  omni  channel  2csrollyson  2cdo  cco  sochap  2snr 
august 2016 by csrollyson
Oracle Roadmap to Modern Customer Service
Basic tech-focused adoption roadmap for #CX emphasizing #customer #service; social metrics outdated
vendor  promotion  marketing  model  enterprise  technology  Solution  customer  service  experience  omni  channel  empowerment  chat  website  mobile  social  media  metrics  measurement  knowledge  management  2csra  2snr 
january 2016 by csrollyson
4 Ways an Omni-Channel Strategy Can Transform Your Customer Experience
Brief gives four solid reasons to use operations data to inform evolution BUT it's not transformative
customer  experience  omni  channel  data  operations  pointofview  retail  q4  2015  definition  sochap 
december 2015 by csrollyson
The 6 Rings Of The Modern Customer Experience - Forbes
Assert importance of #customer #experience & offers 6 organizational arenas and breakdowns #cx #cdo
customer  experience  organization  silo  dysfunction  Q3  2015  pointofview  crm  technology  social  media  service  2cco  cco  cdo  omni  channel  2cdo 
december 2015 by csrollyson
The Future of Digital Customer Experience | SolsticeFWD (with images, tweets) · csrollyson · Storify
Rich coverage of #mobile #transformation trends: Practical insights: @forrester @johndeere @bosch @trunkclub & more
hightech  mobile  web  ecommerce  q3  2015  vision  cdo  customer  experience  marketing  application  iot  disruption  vendor  enterprise  solution  big  data  business  social  omni  channel  2cco  2cdo 
september 2015 by csrollyson
A Bigger CMO Role: The Chief Omnichannel Officer
Another example of a retail brand coping w the need for #digital & #customer #transformation
cco  cdo  executive  omni  channel  retail  brand  management  digital  customer  experience  transformation  cmo  career  strategy 
september 2015 by csrollyson
Oracle cross channel customer experience Celcom case study
2 #omnichannel case studies on Oracle; nice detail of customer journey incl. #socialmedia #retail #callcenter...
omni  channel  customer  experience  casestudy  oracle  enterprise  software  retail  call  center  website  mobile  social  media  2chcuo  cco 
september 2015 by csrollyson
Apple Rewards Launching this Holiday Season? »
INTERESTING: #Apple #Pay loyalty program rumored to use iBeacon & personalized offers to #mobile #customer
2014  q4  news  apple  payment  mobile  retail  omni  channel  transformation  digital  Speculation  ibeacon  nfc  bluetooth  ipad  iphone  reward  program 
october 2014 by csrollyson
Mapping the Customer Experience Journey in the Internet AgeWinTheCustomer!
[commented]How the #customer #journey map is showing its age & what to do about it #kudos @flavmartins
customer  experience  csrblogcomment  omni  channel  journey  map  digital  social  media  store  ecommerce  mobile  relationship  sochap 
october 2014 by csrollyson
CMO Guide to Omnichannel Personalization
CMOs for CMOs: Report on retail and omni-channel drivers and adoption
cmo  marketing  transformation  retail  report  foundation  ecommerce  omni  channel  digital  evolution  2013  q4  adoption 
october 2014 by csrollyson
Context is the New King: 4 Rules in the Post-Content Marketing Era | CMO Essentials
[commented]INSIGHT on "post-content" #marketing: Why #CMOs must engage individual #customers to drive experience #kudos
cmo  vision  transformation  marketing  digital  omni  channel  pointofview  research  customer  experience  location  csrblogcomment 
october 2014 by csrollyson
Mobile Customer Experience: 3 Game Changers Revisited [Analyst Blog] - Genesys Blog
USEFUL: USA #mobile displacing email/phone/Website: report shows #omnichannel across #customer #experience lifecycle
customer  experience  adoption  mobile  usa  smartphone  tablet  disruption  website  telephone  email  omni  channel  LBS  journey  life  cycle  Statistics  research  webcast 
september 2014 by csrollyson
$2 Trillion: The Digital Prize | LinkedIn
Call to action: Go #digital or be discarded by your customers + simple model, links #retail
cdo  transformation  digital  q3  2014  pointofview  competency  omni  channel  mobile  social  model 
september 2014 by csrollyson
Help, I Need a New Lawn Mower – The New Consumer Path to Purchase. | Ignite Social Media
SUPERB educated yet personal account of "social decision journey": note focus on #customer #outcome not product #kudos
customer  experience  usecase  outcome  example  exceptional  home  residence  lawn  casestudy  journey  retail  omni  channel  ecommerce  family  decision  consumer 
august 2014 by csrollyson
(41) What is Omni-Channel? - Quora
[commented]Defining omni-channel and explaining how it's difference—and important
omni  channel  csrblogcomment  transformation  definition  digital  cdo  ecommerce  mcommerce 
august 2014 by csrollyson
The sound and the query
#Omnichannel issues & POV for quick-service restaurants: calls for seamless customer experience
chain  fastfood  restaurant  pointofview  digital  transformation  mobile  loyalty  rewards  payment  big  data  customer  experience  omni  channel 
may 2014 by csrollyson
Empower your ‘people’ to execute your omnichannel vision
Reflections on #customer #experience and #omnichannel in #banking includes examples
omni  channel  digital  transformation  banking  Financialservices  q1  2014  pointofview  example  silo  customer  experience  cdo  cco 
may 2014 by csrollyson
Take a trip through the Channels: Single, Multi, Cross and Omni | Retail industry
Quick trip through the journey: single > multi > cross >omni channel [it's not only retail tho]
digital  omni  multi  channel  history  cdo  adoption  guide  retail 
may 2014 by csrollyson
How Mobile Is Bridging Brick and Mortar’s Data Gap
USEFUL How local retail can use data to bridge offline/online gap, go omni multi channel
big  data  analytics  omni  channel  retail  store  local  marketing  email  mobile  cdo  digital  transformation  Q1  2014  customer  sales  revenue 
march 2014 by csrollyson
Amplify the Customer Experience with Personalization | Genesys Blog
Approaching #omnichannel fr contact center POV; CEM can provide data to personalize service
customer  Experience  platform  pointofview  personalization  integration  omni  channel  phone  service  Q1  2014  cdo  digital  2cdo  2csra  2sbs 
march 2014 by csrollyson
Why user centric design should lead to business transformation
KUDOS: Digital transformation is the default b/c #customer experience is #omnichannel; silos disjoint & leech value
omni  channel  user  customer  Experience  design  pointofview  q1  2014  CDO  digital  transformation  travel  example  web  ecommerce  foundation 
march 2014 by csrollyson
All Hail the Rise of the Boundary Worker - Social Business Insights Blog
#BigData-powered people raise the bar in formerly low-tech businesses: how your #retail #experience will change #fb
service  retail  omni  channel  exceptional  insight  tablet  big  data  customer  experience  q1  2014  IBM  CDO  restaurant  store  digital  2sbs 
march 2014 by csrollyson
Customer Experience - Cisco
Valuable summaries of global Cisco research on #digital #customer #experience in #healthcare #banking #retail #auto
customer  experience  thought  leadership  cisco  automotive  healthcare  retail  omni  channel  banking  Financialservices  pointofview  network  IoT  ubiquitous  computing  smart  device  cdo  digital  adoption  research  statistics  provider 
february 2014 by csrollyson
bcg.perspectives - Out in Front: Exploiting Digital Disruption in the B2B Value Chain
#BCG on #B2B #omnichannel & #digital value chain transformation; useful Europe examples & business models
digital  transformation  value  chain  bcg  europe  example  market  mobile  omni  channel  model  business  social  ecommerce  mcommerce  retail  store  2cdo  2csra  2snr  foundation 
february 2014 by csrollyson
Finding your digital sweet spot | McKinsey & Company
VALUABLE analysis of using #digital #transformation to boost revenue & cut cost-in 10 industries #kudos
q4  2013  digital  transformation  analysis  revenue  cost  industry  banking  transport  retail  grocery  omni  channel  multi  telecom  mobile  airline  hightech  insurance  apparel  hotel  publishing  CDO  strategy  innovation  foundation  2cdo  2csra 
february 2014 by csrollyson
Key Christmas trends to keep in mind this season: stats | Econsultancy
UK mcommerce/ecommerce adoption statistics: computer/tablet/smartphone. Note "traditional"=PC ;^) [good links] #fb
omni  channel  mobile  laptop  computer  tablet  smartphone  q4  2013  holiday  gift  ecommerce  mcommerce  statistics  adoption  uk  CDO  digital  2csrollyson  2csra 
december 2013 by csrollyson
The Five Superpowers of Marketing - Mark Bonchek , and Cara France - Harvard Business Review
Tongue-in-cheek post emphasizes #marketing management+5 examples of #omnichannel #socialmedia #BigData
marketing  pointofview  cmo  executive  leader  howto  reflection  omni  channel  example  social  business  media  big  data  management  digital 
december 2013 by csrollyson
Midsize Insider: Omnichannel Service: IT Holy Grail or Unholy Mess?
Superb: argues firms' omnichannel efforts put sales before customer experience #kudos
omni  channel  smb  Enterprise  Q4  2013  pointofview  customer  service  ecommerce  return  purchase  2csra  cdo  digital  foundation  2sbs 
december 2013 by csrollyson
Here's What The Store Of The Future Will Look Like (Hint: Not Amazon) - Forbes
[commented]POV refs customer survey & compares Amazon/Walmart/Target revenue to deduce retail stores will remain dominant
retail  omni  channel  pointofview  q4  2013  amazon  target  walmart  comparison  generation  genx  geny  millennial  value  proposition  survey  customer  csrblogcomment  digital  ecommerce  store  transformation  cdo 
october 2013 by csrollyson
@WalmartLabs: Why Walmart won’t succeed in e-commerce even if it does everything right.
[comment] Posits that Walmart's huge success with physical #retail will prevent it from succeeding in ecommerce & #omnichannel
walmart  ecommerce  siliconvalley  web  development  amazon  competition  store  retail  omni  channel  multi  pointofview  digital  transformation  cdo 
october 2013 by csrollyson
Recasting the Retail Store in Today’s Omnichannel World - Paper - A.T. Kearney
Discusses the value of physical stores in an #omnichannel world; references AT Kearney research Q1 2013, gives examples
omni  multi  channel  retail  store  q4  2013  atkearney  network  geography  journey  entertainment  industry  comparison  analysis  mobile  ecommerce  Statistics  UK  USA  example  cdo  digital 
october 2013 by csrollyson
Tim Cook on Apple’s New Retail Chief, Angela Ahrendts – AllThingsD
Tim Cook's internal memo on hiring Angela Ahrendts as head of #retail #omnichannel #customer #experience; a great case study
apple  executive  Q4  2013  timcook  retail  digital  transformation  customer  experience  burberry  omni  channel  cdo  2cdo  hightech 
october 2013 by csrollyson
Showrooming and the Rise of the Mobile-Assisted Shopper
2013 Q3 report analyzes shoppers' mobile behavior in-store, profiles shoppers' mobile adoption #kudos
retail  omni  channel  transformation  digital  cdo  mobile  research  2013  adoption  showroom  ecommerce  mcommerce  q3  2cdo 
october 2013 by csrollyson
MediaPost Publications Consumers Desperate For More Personalization During Purchase 09/27/2013
GREAT case of vendor hype! 3rd parag. lead priceless; nice stat: "4 min to buy online, 20 min to buy in-store"
digital  transformation  retail  omni  channel  humor  hightech  microsoft  store  online  ecommerce  mobile 
october 2013 by csrollyson
Evolve Beyond Omnichannel To Delivering Unified Experiences | Forrester Blogs
[comment] Emphasizes putting #customer #experience FIRST—not channels—in ecommerce/mobile transformation #retail Thx @nigelfenwick
omni  multi  channel  customer  experience  csrblogcomment  focus  strategy  transformation  pointofview  workstream  touchpoint  retail  ecommerce  mobile  cdo  digital  2cdo 
september 2013 by csrollyson
eMarketer webinars, digital webinars | eMarketer
Archive of webcasts on ecommerce mcommerce omni-channel mobile retail
retail  b2c  marketing  omni  channel  multi  webinar  webcast  Statistics  mobile  ecommerce  web  big  data  digital 
september 2013 by csrollyson
Customer stalking, coming soon to a store near you | PandoDaily
Short post on retailers' growing practice of tracking people in-store, showing "personalized" ads
retail  store  mobile  tracking  russia  example  q3  2013  software  privacy  nordstrom  cdo  digital  omni  channel  Technology 
august 2013 by csrollyson
Infosys BrandEdge - Cloud-based Digital Marketing Platform:Omni-Channel Value Spaces
[Comment] GOODpoint: omni-channel can serve employees as well as the enterprise & customers #kudos @vincecavasin
omni  channel  ecommerce  customer  employee  digital  transformation  cdo  2cdo  csrblogcomment  infosys 
august 2013 by csrollyson
The High Cost of Internet and Customer Service Downtime [Infographic]
#Infographic on #retail costs of customer experience frustration + pitches 3/4G as redundancy/failover
customer  experience  service  downtime  omni  channel  retail  infographic  statistics  q3  2013  cdo  digital  4G  3G  ecommerce 
august 2013 by csrollyson
AllAnalytics - Video Chat - Analytics in the Age of Omnichannel Retailing
{Participated] Valuable video & chat w 3 profs/researchers talking abt the edge of #omnichannel #retail
big  data  analytics  discussion  cdo  digital  omni  channel  retail  csrblogcomment 
august 2013 by csrollyson
Mobile Commerce Technology - M-commerce sales via smartphones hit $8 billion in 2012 - Internet Retailer
Forrester: mcommerce constrained by complex clickthrus & checkout processes [a long way to omni-channel]
mobile  mcommerce  adoption  forrester  report  usa  Q1  2013  checkout  omni  channel  cdo  digital  multi 
august 2013 by csrollyson
E-Commerce Is the Next Frontier in Global Expansion - Paper - A.T. Kearney
Mature market retails look to ecommerce to drive global retail expansion; the role of omni-channel
ecommerce  retail  global  transformation  BRIC  china  india  russia  brazil  statistics  report  2012  cdo  digital  foundation  omni  channel  multi 
august 2013 by csrollyson
Getting A Head Start On Five Factors Reshaping E-Commerce - Forbes
Useful point of view & links on Gartner, Constellation Research & Hofstede research on global ecommerce market
omni  channel  pointofview  gartner  research  constellation  mobile  social  business  globalization  cloud  legacy  erp  CRM  enterprise  culture  customer  experience  q1  2013  ecommerce  digital  ceo 
august 2013 by csrollyson
Future of Retail – The Future of the Store | Succeeding in Retailing
Reports on EKN research/guidance on re-imagining "stores" for omni-channel
retail  transformation  omni  channel  mobile  ecommerce  cdo  digital  Q3  2013  report  reference 
july 2013 by csrollyson
Digital transformation through the eyes of the customer
I.T. POV on building post-multichannel customer experience Thx @chiefdigofficer
multi  channel  omni  uk  retail  apparel  ecommerce  i.t.  pointofview  customer  application  development  experience  website 
june 2013 by csrollyson
About Embodee | Embodee
"Try-on" patented tech aims to extend apparel online experience
omni  multi  channel  ecommerce  apparel  vendor  hightech  visualization 
june 2013 by csrollyson
PUMA: challenges in an omni-channel world | Embodee
Insightful interview w Puma Head Ecommerce on omni-channel challenges from firm and customer perspectives
omni  multi  channel  ecommerce  retail  brand  example  marketing  sales  cdo  digital  interview  customer  experience  global  disruption  zappos  shoes  apparel  sport  csrblogcomment  inventory  distribution 
june 2013 by csrollyson
How Country Road transformed into an omni-channel business
Australian apparel & home store case study has some nice detail on technology, inventory & fulfillment issues, quotes CTO
cdo  digital  casestudy  retail  ecommerce  transformation  australia  apparel  home  south  africa  cto  website  mobile  smartphone  tablet  adoption  inventory  Competition  strategy  omni  multi  channel  q2  2013  Foundation 
june 2013 by csrollyson
Chief Digital Office - Google+ - Responding to another omni-channel & cross-channel question…
[Commented] Some off-the-cuff advice for thinking who should run omni-channel in retail organizations
omni  multi  channel  retail  ecommerce  strategy  enterprise  cdo  digital  board  ceo  howto  csrblogcomment 
june 2013 by csrollyson
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