Inspiration and Thoughts by Our Experts
The CEO is dead: Long live the Customer Experience Officer
Despite the fact that Customer Experience is considered a top strategic objective, many organizations today are still managed by financial metrics like KPI’s, ROI, EBITDA and Net Present Value among others. In most cases, these are all about improving Operational Excellence, not about improving the Customer Experience.
How a Digital Experience Platform (DXP) Helps Serve Your Customers
What is a Digital Experience Platform? To meet rising customer demands, offering personalized digital experiences has become a key priority for CMO's and digital leaders. Learn more about what a DXP is and how it might be the solution to your challenge.
Technological Disruption: the Fear of the Luddite Inside Us
If only 20 years ago the average lifecycle of companies could last up to 70 years, it is not down to an average 17 years today. Heavy and costly legacy systems which are still in place tend to bog companies down and many managers dread the idea of taking responsibility for drastic changes within company workflows.
Re-evaluating your Hybris solution
After implementing 40+ successful hybris applications we are well aware of the pitfalls and road to success. The reality is that we often get contacted by large enterprises that encountered a bumpy road during the implementations phase of their hybris application and now struggle to lower their Total Cost of Ownership or develop a healthy ROI.
Direct to Consumer for FMCG: Setting the Stage for Success
The ‘direct-to-consumer’ (D2C) trend is taking the retail world by storm. Thanks to the successes of disruptive companies like Dell, Apple, Amazon, Nike and Tesla, also FMCG companies are becoming enamored with cutting out the middle-man. The highlight so far has been the 1 billion dollar acquisition by Unilever of Dollar Shave Club, a D2C start-up that is going after Gillette sharply. But acquisition is not the only solution. The question that remains is: How do you point your entire range of brands towards the consumer and optimize revenue?
The Power of Location-based Services for an Omnichannel Experience
Let’s face it, it’s a mobile first world. When access to the internet through mobile devices finally surpassed desktop in 2016, the road had finally been paved to build enhanced experiences and services “on the go”. To think that the piece of technology ensconced in our pockets has more computing power than the computers we used to send man on the moon for the first time, is simply mind blowing.
Mobile has been the key enabler for digital disruption models based on its convergence capacity. A string of mean and lean businesses have sprouted from these technological enablers, yet they remain enablers, a means to an end.
MMC Hartmetal on the Way to the Digital Future
Tradition and modern business models have to form a symbiosis in the age of digitalisation. This becomes a balancing act for broadly-diversified companies, but it can be successfully mastered with the support of experienced partners. MMC Hartmetall GmbH is one such partner, and has managed the transition into the age of digitalisation in an exemplary manner, taking in all factors relevant to an international, broadly-diversified corporation.
Estanislao Montesinos Gomez, Group Leader Media Team & Head of PIM Product Information Management, talks about the company’s recipe for success, the challenges and opportunities of digital change, as well as about the successful collaboration with Osudio.
2018 is the Year of Digital Customer Experiences
Recap of 2017 and trends for 2018.
At the end of 2017, many enterprise organizations struggle to match the speed of their customers. They’re not innovating and digitizing their vision fast enough to keep up. They find themselves typically constrained by organizational silos and legacy technology, often in monolithic architectures. And that prevents them moving forward.
Progressive retailers have been finding new ways of surrounding themselves with the best talent with a proven track record in digital savviness. Shifting the business model to a digital-ready organization is a challenging task that discomforts the status quo.
UX, the Linking Pin Between Business and Branding
Brands face an enormous challenge. Whether they are established or not, the digital transformation forces brands to change. Users can, will and expect to interact with brands on many more touchpoints, 24/7 a day. Customers expect a relevant and ‘seamless’ service which reflects the value(s) of a brand. Successful branding in the digital era means different ways of brand management, new forms of working and a focus on ‘new’ disciplines and aspects. In this context UX seems to become more and more important. However, what’s the ideal approach to make businesses and brands more ‘UX minded’? And what are changes (and challenges) for the UX community?
Digital Strategy Part 3: Tangible Results and the Right Partners
In our second blog on Implementing a Digital Strategy, we addressed the organizational challenges that come with going digital. We started with C-level support, addressed the all-important collaboration with other departments and looked at DevOps as a new organizational model. Now it is time to get started, and that means choosing what you’ll do yourself and for what you’ll need external help from partners. Buy or build. And while new processes are being put into place, you‘ll also need to create a steady flow of tangible results for the board to explain for all this funding and focus. So, let’s start there first.
Ron Kessels on Products for a Better Quality of Life
Digitalisation has shown its unprecedented drive, since it has influenced traditional industries and reorganised their processes. Ron Kessels, e-business director of Saint-Gobain Distribution Benelux, explains why his company and its customers benefit from digitalisation and how overhauled processes are sensiblyrenewed.
Digital Strategy Part 2: Overcoming the Organizational Challenges
In our first blog on Implementing a Digital Strategy, we changed course. From a mission impossible we went to understanding the Age of the Customer and realized the importance of being a customer-first company. Now, we will address the organizational challenges you will encounter on your way to Customer Orientation. Where should you start? And how do you change to a culture of innovation?