customer journey Archives - InnovationManagement

Frugal Banking: An Opportunity to Create Customer Value in the Future?

Investments that are necessary to innovate and serve customers are no longer sustainable while COVID-19 hastens the need to exploit the potential of digital innovations. Serving customers accurately during unprecedented times requires a new mindset and business model innovations. If banks respond to customer requirements in completely new special situations, they can gain trust and integrity and become winners of the crisis.

Sarah Vandenberg2021-03-24T19:37:07-07:00November 11th, 2020|Categories: Trend Alert|Tags: agile methods, AI, artificial intelligence, Business Model Innovation, chaos, corporate social responsibility, covid-19, customer experience, customer journey, customer service, digital innovation, digitization, economic development, economic growth, empathy, flexibility, frugal innovation, futurology, global innovation index, investment, jugaad, lean method, lean startup, machine learning, maximum principle, mvp, quality of life, resilience, supply and demand, trust, uncertainty|

ODI Practitioner Insights: An Interview with Marco de Polo from Roche Diabetes Care

It is quite rare for a company to open up and offer a true and detailed insight into their unique practices and experiences on their path to becoming more customer-centric. However, Marco de Polo from Roche Diabetes Care does exactly this in this interview with Martin Pattera.

Sarah Vandenberg2021-12-20T11:31:32-08:00February 27th, 2020|Categories: Interview, Life Cycle Processes|Tags: catalyst, customer journey, customer targeting, decision making, jobs-to-be-done, market growth, outcome-driven innovation, Product Development, product pipeline|

It’s All About Interaction!

The central role of Interaction Design when creating delightful customer experiences

Organisations depend on their competitive advantage in order to become or keep successful, relevant for their customers and grow over time. As we all know, competitive advantage is achieved via either one – or a combination - of the strategies involving pricing, service and product quality or customer service excellence. We argue that another overarching strategy should always be present in a company’s strategy; delivering an excellent, desirable and memorable customer experience.

Ideascale2021-12-15T07:15:19-08:00August 1st, 2018|Categories: Strategies|Tags: branding, Communication, competitive advantage, customer experience, customer insights, Customer Interaction Model, customer journey, customer retention, customer service, data analytics, design, design thinking, hard skills, information systems, Interaction, Interaction design, KPIs, machine learning, mart Algorithms, Natural Language Processing, process improvement, program improvement, soft skills, user experience, user insights, value proposition|