Following Journey Mapping’s Future Path

Most brands now recognize that the average consumer bounces from channel to channel like they’re reading an intricate “choose your own adventure” novel. Source: http://www.1to1media.com See on Scoop.it – Designing services

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Why Bad Customer Experiences Happen – #Infographic

It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Fact of the matter is that customer service is an intensely human experience subject to humanity’s faults and shortcomings. Source: winthecustomer.com See on Scoop.it – Designing services

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Accenture Digital: 7 Digital Business Transformation Lessons and the elements of #digital business #innovation

Digital transformation is changing the way we work and live, yet for many people the term digital transformation is still widely misunderstood. “As businesses transform by trying to understand how to deliver better products and services, digital steps in with the set of tools and techniques to get it done,” says Mike Sutcliff, (Twitter: @MikeSutcliff) one of the top digital business thought leaders and group chief executive of Accenture Digital. Sutcliff says that digital transformation, defined by Altimeter Group as a “formal effort to renovate business vision, models and investments for a new digital economy”, is all about restructuring industries and keeping…

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How Disruptive Power Lies at the Intersections #smact #digital

“ When I first started using the term “Combinatorial”, people thought I was making words up. Although I’d like to take credit for the word, I first came across it when reading The Second Machine Age,…” Source: frankdiana.wordpress.com See on Scoop.it – Designing ***** services

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