ustomer experience analysis works, according to the following Primary Intelligence infographic, because it goes to the source, tells you what happened, tells you what to do next, and delivers an outcome.Your first step in customer experience analysis is to “look for customers who are three to six months from renewal,” suggests the infographic. “Find the key decision-makers.”Then examine how your customers feel. “Ask what benefits they receive from using your solution, and find out if there are benefits not being delivered,” states Primary Intelligence. “Find the likelihood of there being repeat business.”For the next steps to customer experience analysis and to find out its benefits, check out the infographic:
Brian Solis draws some startling conclusions in his latest research on digital transformation — and all of them are likely to lead to sleepless nights for the strategists and executives tasked with leading change within their organizations.”When it comes to digital transformation, we’re just not as far along as we think we are,” Solis, principal … Continue reading 2016 State of Digital Transformation, are we there yet?