customer experience management

How Business Intelligence Software can Help you Increase Operational Efficiency

Business Intelligence software is an essential tool for analyzing your company's strengths and weaknesses. From inventory management, to accounting, to customer intelligence and beyond, there are many ways you can use BI software to inform your decision-making, increase operational efficiency, and gain a competitive edge.

4 Ways Your Travel Brand Can Innovate with the Help of the Crowd

When you’re thinking about innovation in the field of travel and transportation, more horsepower, hydraulics, and fuel efficiency might come to mind. But with the pace of change increasing rapidly, it’s difficult to imagine how government organizations and private companies will be able to absorb some of the most exponential and impactful changes that are sure to come in the next decade.

Engagement Is Key to Business Performance: Digital Innovation as Catalyst

Booz&Co wrote in their article “The Social Life of Brands” on Strategy+Business that the value of a brand is linked with the relationships it has with its customers, creating and retaining them. For marketing, its fundamental task is managing these relationships. In a recent research by Gallup the results were striking, a 240 percent boost in performance was achieved when both employees and customers were enaged. This is exactly, in a highly technological driven business environment, digital innovation is the catalyst that improves engagement and provide means to manage relationships better, faster and in a cheaper way though digital.

Depicting the Intent Behind Collaborative Innovation: the Grid

Intent guides the practice of collaborative innovation. What problem do we want to solve? What possibilities do we want to explore? In introducing his blueprint for collaborative innovation, innovation architect Doug Collins suggested applying the Balanced Scorecard as a simple, visual approach to start the conversation around intent. Recent practice with clients has him revisiting this guidance. This article presents his latest thinking.

2019-04-30T07:08:06-07:00July 24th, 2012|Categories: Collaborative Innovation|Tags: , |

Part 6: Choice Navigation in Reality: A closer look into the Customization500

The customer's experience and a feeling of achievement during the co-design process is vital to the success of a custom product. In part 3 of the Mass Customization Series, Dominik Walcher & Frank Piller explain why managers should look beyond the sheer technology and back office integration of configuration toolkits and also focus on delivering a great configuration experience.

Part 5: Choice Navigation: Turning Burden of Choice into an Experience

When providing a customizable product how can a firm minimize the burden of choice and maximize the customer joy resulting from the co-creation process? In part five in this series on mass customization Professor Frank Piller explains how to turn choice complexity into customer experience and loyalty.

Does Your Organization Have Innovation Harmony?

Innovation is inherently multidisciplinary. Successful innovation requires harmony; that is, a high degree of communication, collaboration and cooperation. This article explores what is meant by innovation harmony and how to go about achieving it.

Learning from Practicing Mass Customization and Open Innovation

Emotions, empathy, connection, love, storytelling, self-care – I am referring what I heard about the consumer. Creative revolution, democratization, social innovation, experience, passion – I am referring to what I heard about innovation.

The Future of Innovation Management: 5 Key Steps for Future Success

Looking back is a natural as we look to learn lessons from past activity. But perhaps more interesting is to look forwards. In this article Rick Eagar draws on the results from recent research that surveyed the opinions of global Chief Technology Officers and Chief Information Officers and identifies key changes in five distinct but interrelated innovation management concepts as being important for the years ahead.

Joe Pine: Economic Value Creation Through the Experience Economy

The Experience Economy is accelerated by the current global crisis according to Joe Pine. People don’t want more stuff, in this post-growth global economy people start questioning what they really value and that is experiences with others, loved ones, colleagues, friends, etc. There’s more demand for experiences and this will create job opportunities, moreover because commoditized services are being outsourced and offshored.

How to Create Compelling Brand Experiences

Crafting design strategies that result in truly compelling brand experiences, products and services demands a change from traditional methods. It requires a more creative and iterative design approach, which is optimized towards identifying real human needs and addressing them with meaningful experiences. Paul Noble-Campbell delves deeper into five critical keys to uncovering those true success drivers.

Eric Von Hippel on Innovation: Rethinking the User as Innovator

Eric Von Hippel has long been an advocate of user-led innovation but it is not always clear what user-led innovation really means. A newly released study on consumer innovation by Von Hippel reveals more than you might think. Haydn Shaughnessy delves deeper..