I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I thought I'd share some good ones that I'd recommend you add to your reading list for 2019.
These books are not customer experience books per se - but the outcomes of implementing what you learn in them will certainly lead to better experiences for employees and for customers. Let's dive in.
This is the third of a series of ‘conversations’ centered on avoiding failure when it comes to Digital Customer Experience and/or CRM. The first ‘conversation’ dealt with articulation-understanding-ownership of requirements. The second ‘conversation’ dealt with the challenge of integration. This third conversation deals with the matter of thinking/collaboration that necessarily
In the first part of this series, I pointed out that IT centered programmes that involve the term “transformation” tend to be complex and tend towards failure – failure to deliver the desired outcomes to time, to budget, to end-user expectations. And, I dealt with that which I consider as one of the most important sources of failure – inserting business analysts between those who will be using the technology and those configuring/building that technology.
Information technology centered programmes are prone to failure. This particularly true for the large/complex programmes – in the business world these kinds of programmes have the word “transformation” in them like business transformation, enterprise transformation, or digital customer experience transformation.
There are many factors that contribute to failure. Today, I wish to focus on the business requirements that represent the demand that the technology must deliver.
Let's put the "customer" into customer experience.
What does that mean?
If you’re a customer of any business on this planet, no surprise here, you know this: most companies are not really focusing on the customer and the customer experience. They might be giving it lip service, but that’s not the same as actually doing the work, understanding the customer, and designing a great customer experience as a result.
What is customer understanding? And how can you achieve it?
According to the Chinese zodiac, 2019 is the year of the pig — which usually means a spirit of relaxation and enjoyment. It’s unlikely, though, that all brands will enjoy a happy, prosperous 2019. Many will undergo significant changes – others will face challenges from category disruption and stiff competition. And all will have to figure out how to navigate an economy that will likely end up slowing down in the back half of the year. Here’s the list of brands I’ll be keeping my eye on, in my annual tradition of one brand for each letter of the alphabet — my list of
The image company Shutterscock has published some data showing how open minded and inclusive Gen Z and Millennial marketers are when it come to using imagery and advertising messages that embrace same-sex couples, transgender models, people with disabilities and gender-fluid models.