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: scopriamo i trend di Customer Experience del 2015 e soprattutto quali saranno i fenomeni da tenere sotto controllo.
As we enter several weeks into 2015 it is already clear that customer experience is high on the agenda for many executives. The business press is full of tips and trends for how to improve the customer experience. That customer experience has become so important is a trend in itself – this subject is now at the top of the CEO agenda.
NOTA AICEX Si parla tanto di Big Data e del loro impatto sul customer engagement: si tratta solo di capire come immagazzinare informazioni sui clienti oppure di focalizzarsi su analisi che consentano di trasformarli in insight azionabili? Le aziende che hanno compreso quale miniera di informazioni i Big Data contengano e li usano per comprendere e prevedere il comportamento dei loro clienti, si trovano ad avere un vantaggio competitivo non indifferente. Ciò che molti chiamano: Customer Intelligence.
Image Courtesy : Wikimedia Commons
There has been a lot of hype around Big Data and its implication for customer engagement. At the same time, more and more organisations are realising the need to go beyond mere storage of data, and focus on analysis which transforms it into actionable insights. Big corporations like Amazon and Google are already on the forefront of combining Big Data with business analytics to understand customer behaviour more effectively and tailor product offerings accordingly.
Continua a leggere “Leggi la mia mente: usare gli analytics per migliorare la customer experience”
NOTA AICEX: tutti i progetti di Customer Experience partono dalla tecnologia. Ma è davvero corretto?
All change programs are inherently risky. While most organisations focus on managing the technical risk, my experience is that the greatest risk to Customer Experience (CX) Projects isn’t technical risk it is the human risk. It is common for CX Projects to fail to deliver the majority of benefits due to under investment in human capacity.
The current CX change paradigm invests in developing capability (ability to perform a task – “how do I use the new CX platform?”) as opposed to capacity (resilience and adaptability to perform any task to achieve goals and manage change– “how do I deliver a better customer experience?”). Success demands that we invert the investment pyramid by investing in the people delivering the Service Experience as well as the technology. Continua a leggere “Perché i programmi di Customer Experience falliscono?”
AICEX: eccovi gratis il 2015 CX eBook, il nostro “supporter” Mike Wittenstein è tra i testimonial.
I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook.
This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about Intelligent Experiences: Where CX Meets Tech.
You’ll also find articles from: B. Joseph Pine II & James H. Gilmore, Brandon Schauer, Dave Gray, Lisa Lindström, Jeanne Bliss, Mike Dyer, Shep Hyken, Erik Roscam Abbing, Dominic Berg, Tennyson Pinheiro, Kerry Bodine, Fred Leichter, and Brian Solis.
Some of the articles offer practical advice, while others are more philosophical in nature. And some will surely challenge your current beliefs about what it means to design and manage the customer experience.
Download your free copy of The 2015 Customer Experience Outlook today!
SOURCE: https://www.linkedin.com/pulse/2015-customer-experience-outlook-mike-wittenstein
Associazione Italiana Customer Experience - AICEX 
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