Customer Experience in a Pokeball?

Customer Experience in a Pokeball?

Pokémon Go is the latest and hottest trend in North America and Australia right now, but it has yet to go viral beyond these boundaries. The limited global presence is not due to a lack of international demand, as we’ve seen many clones appearing in China, but is perhaps because the robustness of data required is only available for development and use within those geographic territories.…

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Three Things to Keep in Mind When Developing Content for Today’s Consumer

Three Things to Keep in Mind When Developing Content for Today’s Consumer

The evolution of technology – and the shift in how we interact with brands – has had a major impact on the expectations of today’s consumer. As marketers and customer experience professionals alike find themselves in this “always on” and “always connected” environment, we need to make sure we are adjusting our digital content strategy to meet the evolving expectations of today’s content...

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Make Your CRM Work for You:  Maximize Your Investment by Integrating Actionable Customer Insights

Make Your CRM Work for You: Maximize Your Investment by Integrating Actionable Customer Insights

Many organizations today look to CRM as a starting point to improve their customer experience. The first step in a successful CRM implementation is to collect and display historical transactional customer data to help gain visibility into your customer base to reactively engage with customers. However, most CRM implementations stop after this first crucial step.…

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Digital Algorithmic Curation. Narrowing our View of the World?

Digital Algorithmic Curation. Narrowing our View of the World?

The Short of it: Digital algorithmic curation, the idea of constructing and serving digital experiences based on a user’s behavior, is meant to provide the consumer personalized experiences for higher revenue generation. From a macro perspective, however, it may also have the unintended consequence of narrowing our collective view of the world by only serving us content that we agree with and...

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Five Ways To Improve the Customer Experience in the Field

Five Ways To Improve the Customer Experience in the Field

When customers have great experiences with companies, they buy more, they tell others and are less likely to leave. Forrester research (The Revenue Impact of Customer Experience) and dozens of others have calculated that those positive feelings can amount to hundreds of millions and even billions in additional revenue. If you’ve looked at reviews of companies or asked friends for suggestions...

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Digi Ball: How the Golden State Warriors are using Digital Technology to Reshape Injury Prevention

Digi Ball: How the Golden State Warriors are using Digital Technology to Reshape Injury Prevention

The Golden State Warriors just broke the seemingly untouchable regular season wins record of the 1995-1996 Chicago Bulls and are beginning their quest for back-to-back NBA championships. That’s a far cry from 2010, when they were sold to new ownership and were one of the worst-performing teams in the NBA. Obviously, this drastic turnaround would not be possible without their game-changing...

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Marty McFly—The Future is Now!

Marty McFly—The Future is Now!

I loved the movie Back to the Future. Besides the given that Michael J. Fox was in his acting prime, I always reveled in how the future was depicted. I am a sucker for creation and innovation, so I always geeked out over seeing the mini- pizza inserted into the oven for mere seconds that emerged as a large family sized meal, or the hover boards and the lace- up sneakers Marty wore.…

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Five Reasons Rapid Prototyping Rocks

Anyone involved in a new product or offering understands how requirements and design can quickly become out of control. Developers begin making assumptions through the build and integration of the solution. Project managers promise more than what is capable of the entire team. New voices get involved and user acceptance testing quickly spirals out of control, headed straight for failure.…

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Four Reasons Manufacturers & Distributors Must Play the Digital Long Game

When people think about digital innovation today they often think of the consumer market. While most of the press goes to all the great products hitting the market, social media, and the rise of the digital native, there is a quiet revolution going on in manufacturing and distribution. I think the recent commercial by GE about a programmer getting hired by GE really nails the current thinking...

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