Studying the impact of innovation on business and society

Tag: customer experience

The 2014 State of Digital Transformation

The 2014 State of Digital Transformation

Today, I’m proud to announce the release of Altimeter Group’s second report on Digital Transformation. This new report is aimed at executives and digital strategists to help them (you) further understand the state of digital transformation as you plan your next steps and investments. In our initial report, “Digital Transformation: Why and How Companies are Investing in New Business Models to Lead Digital Customer Experiences (DCX),” we learned that digital transformation was as much about technology as it was about…

Improving Customer Targeting and Personalization Through Social Identity

Improving Customer Targeting and Personalization Through Social Identity

Guest post by Andrew Jones (@andrewjns), analyst at Altimeter Group covering Social Media and Customer Experience Modern marketing is about more than just informing prospects and customers about products, but building relationships with them. The contextual insight available in social media offers an opportunity to better know and engage audiences with compelling, personalized content and experiences across channels. The following is a condensed excerpt from a forthcoming report. The Fragmented Customer Journey The customer journey has become incredibly fragmented, moving…

Report: Digital Transformation and the New Customer Experience

Report: Digital Transformation and the New Customer Experience

We’re under attack! Social, mobile, real-time, cloud, big data…it’s coming at us all at once! Rather than miss out, many brands are jumping from trend to trend as a way of staying relevant in an increasingly digital market. Facebook, Twitter, Youtube, Foursquare, Instagram, Pinterest…we’re covered. We have and had a strategy for a while now. Mobile. Yep, we’ve got an app for that…plus we’ve got adaptive and responsive web design that makes old sites new again! Snapchat…our brilliant strategy vanishes…

Season 2 Finale: How Yamaha invests in new customer experiences

This is it…the Season Finale! And, what a way to end Season 2 of (R)evolution…. In this episode, Yamaha shares what is by far the most expansive view of disruptive technology’s impact on business infrastructure and culture on the show to date. What you’ll see is a genuine discussion with Jeff Hawley and Rick Williams of Yamaha explore how an already successful business is exploring new opportunities to better define the customer experience before, during and after transactions. It comes down…

Nissan Embraces Social Media to Improve Customer Experiences and Foster Advocacy

In this episode of (R)evolution, Nissan’s David Mingle, Director of Customer Management and Erich Marx, Director of Marketing join me for a refreshing conversation about social media’s impact on business transformation, customer experiences, and building an adaptive business model to learn and evolve based on new opportunities. We explore Nissan’s approach to new media for not only marketing, but also how the company uses social media to invest in and shape the customer experience over time. Having both David and…

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