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Tag: report

UCToday: OutLoud: The New Age of Collaborative Contact Centre

UCToday: OutLoud: The New Age of Collaborative Contact Centre

Patrick Watson of industry blog UCToday recently did an extensive talk with Brian Solis for their “OutLoud” podcast, discussing the future of collaborative contact centers. Excerpt: The philosophy of customer experiences is that we have to figure out as an organisation, as executives, that this isn’t a cost centre, it’s an investment in improving CX and it’s so important. Listen to entire podcast at UCToday

How to Transform Digital Customer Experiences for the Connected Customer

How to Transform Digital Customer Experiences for the Connected Customer

Digital transformation is only becoming more prominent in driving business modernization. Yet today, it is rarely designed, led and managed as one, sweeping, coordinated effort across the enterprise. Eventually companies get there as outlined in “The 6 Stages of Digital Transformation.” But, most of the time it starts disparately in pockets across the organization. Many business units learn and progress independently before regrouping with the rest of the organization to then move in unison and with purpose. This is why the…

The Opposite of Change is Conformity: A framework for driving meaningful digital transformation

The Opposite of Change is Conformity: A framework for driving meaningful digital transformation

Digital transformation is a buzzword. On top of that, the term digital transformation causes debate amongst those working in or studying the field and confusion among everyone else. But at the same time, digital transformation is also one of the most promising and impactful trends in business (r)evolution today. Why? It carries with it the ability to modernize how businesses work, market and serve. And more so, digital transformation offers a unique glimpse into how disruptive technologies are affecting human behavior, expectations and values. It has…

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…

Q&A: The 7 Success Factors of Social Business Strategy

Q&A: The 7 Success Factors of Social Business Strategy

Last year, my Altimeter Group colleague Charlene Li and I published a series of research reports on the state and evolution of social business. In our research, we discovered that the most advanced businesses shared seven success factors in developing, launching, and measuring social business strategies.  Our friends at Jossey-Bass asked us to turn it into an ebook and that we did! The Seven Success Factors of Social Business Strategy During the launch, we were interviewed by the Amazon team…

Investing in the Mobile Enterprise

Your customers are not only becoming increasingly social, their digital lifestyle is fueled by mobile devices. Whether it’s a smart phone or a tablet, they are masters of the small screen experience and accomplished in the art of communicating with both their thumbs and their voice. The most riveting facet of the mobile revolution is not only what we’re witnessing, it’s what we’re missing in these important times of transformation. These connected customers or Generation C as I refer to…

Report: The Rise of Digital Influence and How to Measure It

Report: The Rise of Digital Influence and How to Measure It

About three weeks ago, I celebrated my first anniversary as Principal Analyst of Altimeter Group. And, it is with great pride that I mark the occasion with the release of my first official Altimeter report, “The Rise of Digital Influence.” Not a traditional market report, it was written as both a primer and a how-to guide for businesses to spark desirable effects and outcomes through social media influence. We live in a time when social networks such as Facebook, Twitter,…

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