AICEX è il riferimento per la CX in Italia. Contribuisce al successo dei progetti CX, svolge attività di formazione, identifica le tecnologie migliori, diffonde la cultura della Customer Experience.
NOTA AICEX: Amazon è un grande esempio di Customer Experience. Vediamo come e perché l’azienda ha contribuito a cambiarla per sempre.
If you don’t like change, your going to like irrelevance even less. If you’re looking for an example of the customer experience revolution, Amazon has shown the way to innovate and dominate by putting the needs of customers first.
Continua a leggere “Amazon: come ha cambiato la CX in 5 modi”
NOTA AICEX: Starbucks resta un grande esempio di Customer Service. Vediamo perché.
I enjoy my morning coffee ritual for so many reasons. The obvious benefit is that wonderful jolt of caffeine that helps to jump-start my day.
Yesterday morning, as I was sitting at my usual Starbucks enjoying my tall dark roast for here, I thought about one of the other benefits to starting my day there: observing and learning from the constant flow of customers. Yesterday, however, I concentrated on observing the staff. At this particular Starbucks, the staff is phenomenal. They (and the coffee) keep me coming back.
Talk of Big Data is everywhere, but it is increasingly moving beyond the hype cycle to deliver real results to businesses. To start with, let’s define what Big Data actually is, given there are multiple descriptions in the market. According to Gartner, Big Data is “high volume, high velocity, and/or high variety information assets that require new forms of processing to enable enhanced decision making, insight discovery and process optimisation”.
Dinesh Mishra, Leader-Customer practice at EY, while highlighting the growing realization about the importance of delivering compelling and differentiated customer experience, emphasizes on the need for an overall customer centric approach and how this can be made the core for an organization and allow technology to act as a strategic enabler.
Customer experience has caught the imagination of the CMO in recent times. A 2013 Forbes Insights and EY’s report — The Customer Experience: Priority One for CMOs — concluded that most marketing executives are prioritizing customer experience over all other agendas. In addition, 69% see customer experience as vital to drive growth and marketing strategy.
In this extended economic downturn, where every customer is being charmed with newer, higher and more evocative propositions for their hard earned rupee, price-based competition as typically seen tends to move companies down a vicious spiral. In this scenario, going the other way and giving customers more of what they want (and very importantly, minimizing what they don’t value) provides a whole new dimension to compete on.
Associazione Italiana Customer Experience - AICEX 
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