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Nielsen Research: Mobile consumer report 2013

THEMOBILECONSUMERA GLOBAL SNAPSHOTFEBRUARY 2013

Via Johan Sundström
Roberto Nocera's insight:

Mobile Consumer Snapshot 2013 #mobile #customerexperience #cxm

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Mike Donahue's curator insight, February 7, 2014 8:57 AM

It's interesting to see how different device choice and usage are between people and countries.

Sitecore | CXM | Customer Experience
Contents about Digital Marketing and Customer Experience Management using Sitecore platform
Curated by Roberto Nocera
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How digital collaboration will evolve in 2015 | ZDNet

How digital collaboration will evolve in 2015 | ZDNet | Sitecore | CXM | Customer Experience | Scoop.it
Providing a usable digital workplace today increasingly means giving access to a wider set of collaboration tools as part of an open adoption approach that's is more dynamic, user-centric, and strategic.
Roberto Nocera's insight:

The "digital collaboration" has an impact on the customer experience #cxm #digital #strategy via @hinchcliffe

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Tips For Measuring The ROI Of Digital Marketing

Tips For Measuring The ROI Of Digital Marketing | Sitecore | CXM | Customer Experience | Scoop.it
Many attempts to measure the ROI of digital media focus on these end results, totally ignoring the variety of factors that generate positive outcomes.
Roberto Nocera's insight:

Interesting elements to consider when you talk about ROI of Digital Marketing #digitalmarketing #ROI #KPI

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Consumers want Internet of Everything #IoE!?

Consumers want Internet of Everything #IoE!? | Sitecore | CXM | Customer Experience | Scoop.it

Via Eric_Determined / Eric Silverstein
Roberto Nocera's insight:

Internet of Things is changing shopping behavior #iot #connecteddevices #customerexperience

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Eric_Determined / Eric Silverstein's curator insight, January 16, 2:40 AM

"The fifth annual @CiscoServices retail survey found that most shoppers want #innovations that improve convenience and efficiency, extending beyond #personalization into hyper-relevance.


When asked to identify primary areas for in store #retail improvements, 39% of consumers identified the process of selecting and purchasing goods - for example, having the products they want in stock and an efficient checkout process. By contrast, 13% chose a more #personalized shopping #experience."


What are your thoughts on the above?

Bharat Employment's curator insight, January 16, 11:50 PM
www.bharatemployment.com
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Anatomy Of Customer Relationship Management | Visual.ly

Anatomy Of Customer Relationship Management | Visual.ly | Sitecore | CXM | Customer Experience | Scoop.it
Thanks to the prime time soap operas showing a hospital scene in every single episode, many people have adopted the practice of describing everything
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Roberto Nocera's curator insight, January 26, 4:46 AM

A great #infographic about Customer Relationship Management #crm  #customerexperience

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Transforming Technology Companies: Putting People First

Transforming Technology Companies: Putting People First | Sitecore | CXM | Customer Experience | Scoop.it

Huge shifts in the tech industry have major implications for people and organizations. Transformation is critical. To enable it, HR and chief HR officers need to change, too.


Via Fred Zimny
Roberto Nocera's insight:

a good customer experience it's also about employee experience #CXM #customerexperience #peoplefirst

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The Importance of Employee Engagement in Digital Customer Experience

The Importance of Employee Engagement in Digital Customer Experience | Sitecore | CXM | Customer Experience | Scoop.it
Your employees represent and relate your brand to customers both online and off. Give your employees the training, information, and inspiration to become committed brand advocates, and customer experiences will improve along with business outcomes.

Via Fred Zimny
Roberto Nocera's insight:

One of the most important point in a Digital Customer Experience strategy is employee. PEOPLE MUST BE AT THE CENTER OF THE STRATEGY #cxm #customerexperience #cem

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David Hain's curator insight, October 16, 2014 1:53 AM

The need to know why I am here and how can I contribute is even more critical in a digital world.

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How to Improve the Social Customer Service Experience [Infographic] - SocialTimes

How to Improve the Social Customer Service Experience [Infographic] - SocialTimes | Sitecore | CXM | Customer Experience | Scoop.it
Poor planning for social customer service results in long response times and an inconsistent customer experience.
Roberto Nocera's insight:

Infographic about The Social Customer Service #customerservice #cxm #customerexperience #infographic

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How Emotions Drive Customer Experience Webinar (Presentation)

MYTH: IF WE SOLVE THE CUSTOMER'S PROBLEM, THE EXPERIENCE IS A GOOD ONE Are your agents getting off the phone fast, but not solving the customers’ problems? Or,…

Via Fred Zimny
Roberto Nocera's insight:

Put emotions in your customer experience design #cxm #exmotions

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Dimitris Portokalis's curator insight, October 6, 2014 1:58 AM

This presentation illustrates vividly the emotions that drive customer's experience

...And that is why empathy is important in the working environment. 

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What's the Difference: #Customer #Journey Map vs Customer Lifecycle Map?

What's the Difference: #Customer #Journey Map vs Customer Lifecycle Map? | Sitecore | CXM | Customer Experience | Scoop.it
Are you really mapping the customer journey, or are you just looking at the customer lifecycle? Which one should you be using to improve the customer experience?

Via Eric_Determined / Eric Silverstein
Roberto Nocera's insight:

it's a great article that explain the difference between the customer journey and the customer experience lifecycle.  #cxm

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Eric_Determined / Eric Silverstein's curator insight, September 24, 2014 6:13 PM

You can see from the slide the different elements you need to deliver. But the #customer #Journey map is the basis for understanding how, when and where your customers interact with your brand, then you need to make sure you deliver a consistent experience across all touch points and channels. 


Annette provides clarity in the differentiation between lifecycle and journey.


Share your thoughts.

Tonya McKinney's curator insight, September 26, 2014 7:33 AM

I prefer customer engagement maps....it's not about steps, it's about the quality of interaction.

 

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Digital Business Technologies Dominate Gartner 2014 Emerging Technologies Hype Cycle

Digital Business Technologies Dominate Gartner 2014 Emerging Technologies Hype Cycle | Sitecore | CXM | Customer Experience | Scoop.it
Changes in the 2014 Emerging Technologies Hype Cycle
Roberto Nocera's insight:

Changes in the 2014 Emerging Technologies Hype Cycle

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The Six Pillars that underpin customer Experience Excellence in Retail

Nunwood's Customer Experience Excellence study, undertaken in 3 continents over 4 years, has identified Six Pillars that underpin customer experience excellenc…
Roberto Nocera's insight:

an useful presentation about customer experience for retail #cxm #customerexperience #retail #slideshare

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Which Social Media Platforms Drive the Most Sales? [Infographic] – Shopify

Which Social Media Platforms Drive the Most Sales? [Infographic] – Shopify | Sitecore | CXM | Customer Experience | Scoop.it
A blog about ecommerce marketing, running an online business and updates to Shopify's ecommerce community.
Roberto Nocera's insight:

Facebook is the king ? #ecommerce #cxm #socialmedia #infographic

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5 Challenges to Disrupting the Marketing Model with the Customer Journey - The ExactTarget Blog

5 Challenges to Disrupting the Marketing Model with the Customer Journey - The ExactTarget Blog | Sitecore | CXM | Customer Experience | Scoop.it

It can be a difficult process for a brand to move from focusing on channels to experience but it is happening. McKinsey put it best in their 2013 presentation, Transforming Customer Experience: From Moments to Journeys.

Roberto Nocera's insight:

Marketing Disrupt with Customer Journey #digitaldisruption #digitalmarketing #cxm #customerexperience

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7 Steps to Deliver Better Customer Experiences

7 Steps to Deliver Better Customer Experiences | Sitecore | CXM | Customer Experience | Scoop.it
customer experience architecture, follow these steps:

1. The brand platform — First, define or reaffirm the overarching ideas that represent the brand.   REI’s brand platform is the excitement and adventure of the outdoors; Chick-fil-A’s is exceeding customers’ expectations with a servant’s spirit.

2. Customer experience strategy — Then describe the desired customer feelings and perceptions of the brand across all interactions with the organization. An electronics website might
Roberto Nocera's insight:

7 pillars to consider when build your Customer Experience  #cxm #customerexperience #strategy #digitalstrategy

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The dissappearance of digital. 2015 and beyond: are you ready for the…

Owen Pringle, former director of digital communications, Amnesty International/ co-founder Therein Visit the CharityComms website to view slides from our past …

Via zendreamer, Fred Zimny
Roberto Nocera's insight:

Do you believe in the future of digital? #digitalmarketing #strategy

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Experience maps, user journeys and more…

Experience maps, user journeys and more… | Sitecore | CXM | Customer Experience | Scoop.it

Basic layouts of Experience Maps.


Via Mario K. Sakata, Fred Zimny
Roberto Nocera's insight:

An useful recap about experience map #cxm #customerexperience

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Mike Donahue's curator insight, January 26, 9:59 AM

The UX Lady gives a nice breakdown of experience mapping ing the article.

Tom Van Looy's curator insight, February 1, 2:41 PM

Nice overview

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Dynamics XRM Tools

Dynamics XRM Tools | Sitecore | CXM | Customer Experience | Scoop.it
Dynamics XRM Tools offers a range of tools that provide a useful set of features to enhance your experience while using and developing against Dynamics CRM.
Roberto Nocera's insight:

A new release for CRM 2015 #msdyncrm #crm2015 

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Customer Experience Strategy: Do This, Not That | CustomerThink

Customer Experience Strategy: Do This, Not That | CustomerThink | Sitecore | CXM | Customer Experience | Scoop.it

Via Pantelis Chiotellis
Roberto Nocera's insight:

3 key points to be successful with a Customer Experience Strategy #strategy #cxm #customerexperience #servicedesign

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Wearables will interact with IoT to create new experiences!

Wearables will interact with IoT to create new experiences! | Sitecore | CXM | Customer Experience | Scoop.it
The Apple Watch release in early 2015 will set the stage for wider enterprise adoption of wearables. Are you ready?

Via Eric_Determined / Eric Silverstein
Roberto Nocera's insight:

preparing the next tech wave about wearables.  New frontier for the customer experience #cxm #wearable #customerexperience #iot

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Eric_Determined / Eric Silverstein's curator insight, October 6, 2014 11:13 PM

JP Gownder @Forrester provides key insight into what we should expect across new #wearables:


1) Access

2) Navigation

3) Payments


Apple should help with greater exposure, but new companies such as @Nymiband and others are looking to carve out a share of the new customer experiences these devices will offer.


Which functionality would you like to have on your future wearable?



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Are You Really Ready for Customer Experience

Are You Really Ready for Customer Experience | Sitecore | CXM | Customer Experience | Scoop.it
Marketers can talk a good game about customer centricity, but action doesnt always follow.
Roberto Nocera's insight:

The Customer Experience Maturity Model it's the reference to understand needs vs strategic value for companies #cxm #customerexperience #customerengagement

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Fifth Annual 2014 Shopper Experience Study: Why Omnichannel Success …

Why Omnichannel Success Starts with Customer Empathy RIS News and Cognizant examine the likes and dislikes of 5,300 shoppers to help retailers prioritize inves… (RT @Cognizant: Study confirms that putting yourself in the customers’ shoes...
Roberto Nocera's insight:

2014 Shopper Experience Study says "the success starts with Customer Empathy" #cxm #customerexperience 

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What can #Predictive #Data #Analytics do for you?

What can #Predictive #Data #Analytics do for you? | Sitecore | CXM | Customer Experience | Scoop.it
Have you ever dreamed about learning what products your customers would be the most likely to buy in advance? How great would it be if you could maximize your profits by determining the highest price a customer will pay for a product? What if you could...

Via Eric_Determined / Eric Silverstein
Roberto Nocera's insight:

the new frontier of customer satisfaction #cxm

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Eric_Determined / Eric Silverstein's curator insight, September 23, 2014 3:06 AM

Would you agree that Predictive Analytics is a continuously evolving target?


Nonetheless, technology and data capture has enabled us to better understand our customers, and engage with them in a more efficient manner.


It's great to see these latest examples across top brands, and the results in:


- Customer Engagement

- Revenue Increases

- Targeted Promotions

- Pricing

- Inventory Management

- Minimizing Fraud

- Better Customer Service

- Lower Costs

- Analyze Data in Real Time


Share your thoughts.



Mike Ellsworth's curator insight, September 25, 2014 5:03 PM

Predictive analytics and Big Data are big trends. This is a good article that explains why.

 

Via @Eric_Determined

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Can #Customer #Experience increase revenues and lower costs?

Can #Customer #Experience increase revenues and lower costs? | Sitecore | CXM | Customer Experience | Scoop.it
It drives revenue – and we know how much.

Via Eric_Determined / Eric Silverstein
Roberto Nocera's insight:

Improve the #CustomerExperience to have a better TCO

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Eric_Determined / Eric Silverstein's curator insight, August 3, 2014 6:59 PM

Peter Kriss shares valuable #data on #ROI of #CustExp.

 

Do you see additional areas where savings can be achieved?

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Backbase's Vision of User Experience Platforms | Backbase Blog

Backbase's Vision of User Experience Platforms | Backbase Blog | Sitecore | CXM | Customer Experience | Scoop.it
Gartner User Experience Platform Marketscope raises questions about the future of the portal market and customer experience. Read about Backbase's vision.
Roberto Nocera's insight:

a Point Of View about the Customer Experience Platform by Backbase @backbase #cxm #customerexperience

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Web Design Trends for 2014

New ideas for web design are emerging every day. Discover some of the most popular trends we see emerging in 2014.
Roberto Nocera's insight:

Because the Customer Experience is also web interface #cxm #customerexperience #trends #webdesign

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