Zendesk

JULY 19, 2022

A practical guide for IT leaders on delivering exceptional customer and employee experiences. IT leaders at mature organizations invest in both customers and employees while keeping operational costs low, often with limited resources. This is the key to unlocking business growth and getting a fast return on investment.

Digital Transformation 98

Digital Transformation Digitalization Business Growth Customer Experience 98

Zendesk

DECEMBER 1, 2020

Digital transformation was already vital to surviving in the ever-evolving digital economy and meeting the ever-increasing customer expectations it generates. The importance of digital transformation isn’t under question. What is digital transformation? Digital transformation examples.

Digital Transformation 98

Digital Transformation Digitalization Customer Experience Supply Chain 98

Planview

OCTOBER 19, 2023

In the pursuit of successful digital transformation, many businesses have faced challenges stemming from fragmented data repositories and the implementation of multiple systems of record to accommodate evolving business demands. Many systems are employed for software development, deployment, and operational needs.

Digital Transformation 64

Digital Transformation Digitalization Government Software 64

Showpad

JUNE 22, 2020

It might come across as a bold statement — sales enablement is your engine to drive digital transformation. . In this blog post, I will show you why sales enablement should be set up in a way that it becomes the engine and the driving force for your digital transformation efforts in sales. .

Digital Transformation 96

Digital Transformation Digitalization Sales Artificial Intelligence 96

Customer Think

OCTOBER 19, 2021

To understand how organizations can harness the power of AI to drive customer experience and loyalty, it’s important to acknowledge the #1 business trend that’s currently disrupting the nature of customer experience and loyalty as we’ve known them: digital transformation.

Customer Experience 130

Customer Experience Digital Transformation Digitalization Organization 130

Planview

JULY 22, 2022

As the world grows more and more digital, customers across every industry are expecting digital-first, timely assistance and support. As shown in this digital transformation in banking case study roundup, all businesses — including banks — have been forced to change and evolve with the times.

Digital Transformation 52

Digital Transformation Banking Digitalization Construction 52

Zendesk

NOVEMBER 4, 2021

I think we were one of the very first organizations to make the decision that all of our sales were going to be one hundred percent remote indefinitely,” says Monica Telles, Vice President of Zendesk Sell. What is digital business transformation? Why is digital transformation still essential?

Digital Transformation 52

Digital Transformation Digitalization CRM eCommerce 52

Planview

AUGUST 16, 2022

A connected services organization is one in which systems, data, work, people, and customers are integrated and aligned, in order to establish a critical link in the organizational chain that joins customer and solution value. Enhanced Customer Experiences. Optimized Resource Management. Improved Revenue.

Organization 52

Organization Digital Transformation Profitability Customer Experience 52

Customer Think

OCTOBER 26, 2021

The project remit was defining the future state digital architecture and a high-level plan to support the organization’s transformation of the customer experience. A few years back, I was attending an executive presentation of project findings and recommendations for an outdoor products manufacturing company.

Digital Transformation 91

Digital Transformation Digitalization Manufacturing Customer Experience 91

SBI Growth

OCTOBER 19, 2018

Joining us on the is Mark Lister, he is the Chief Digital Officer for Ness, a digital engineering company that designs and builds digital platforms and software that helps organizations engage customers, differentiate their brands, and drive revenue growth.

Digital Transformation 76

Digital Transformation Digitalization Customer Experience Software 76

Zendesk

FEBRUARY 14, 2022

In a business world where customer expectations are perpetually evolving, the customer experience plays an outsize role in whether a company succeeds or fails. This goes far beyond customer service, though that certainly plays a part in the customer experience. What is a customer experience transformation?

Customer Experience 52

Customer Experience Digitalization Digital Transformation Advertising 52

Planview

AUGUST 22, 2022

Economic stimulus efforts, a global pandemic, global tensions and geopolitical issues, societal unrest – all of those events have altered how organizations bring their products, goods, and services to market. Direct digital transformation investment is expected to grow at a compound annual growth rate (CAGR) of 18% from 2020 to 2023.

Organization 52

Organization Digital Transformation Digitalization Communication 52

Flevy

APRIL 30, 2024

Customer Journey Mapping is an essential tool for organizations aiming to enhance customer experience and deepen engagement across all points of interaction. Improved Customer Experience : Helps in pinpointing and addressing pain points.

Telecommunications 52

Telecommunications Healthcare Retail Customer Experience 52

Planview

DECEMBER 16, 2022

With the holiday season in full swing and a global recession predicted sometime in the new year, banks remain committed to investing in modernized technology through digital banking transformation efforts vs. traditional cost-cutting routes. Read Next: Digital Transformation in Banking: Why it Matters Now More Than Ever.

Banking 59

Banking Digital Transformation Artificial Intelligence Financial Services 59

SBI Growth

JUNE 3, 2021

Embracing Digitally Enabled Customer Outcomes. Although most organizations are taking on digital transformation work in 2021, all organizations would benefit from transforming their organization to be obsessed with identifying, tracking, and improving customer outcomes.

Digital Transformation 77

Digital Transformation Digitalization Organization Customer Experience 77

Flevy

MARCH 26, 2024

For consulting firms, these frameworks are part of the bread and butter that enable them to consistently deliver value to client organizations across industries and geographies. Supporting Content and Features : Identifying the content and features that support the customer’s journey and meet their needs at each stage.

Customer Experience 52

Customer Experience Digitalization Digital Transformation Organization 52

Flevy

APRIL 14, 2024

In a world where Customer Loyalty and Satisfaction are paramount, the Customer Effort Score (CES) emerges as a beacon guiding organizations to optimize their interactions. This article is centered around one of the most impactful Customer Experience metrics. the Customer Effort Score.

Digital Transformation 52

Digital Transformation Decision-making Customer Experience Facilitation 52

Flevy

FEBRUARY 17, 2024

In today’s digital world, understanding your customer base is more crucial than ever. Customer Segmentation and Analysis stands at the forefront of this understanding, enabling organizations to tailor their strategies, products, and services to meet the diverse needs of their customers.

Management 52

Management Digital Transformation e-Learning Acquisition 52

Flevy

JUNE 15, 2023

Service quality management models aid in closing the perception gap between what businesses think they are providing to customers and what those customers expect, desire, or need through customer service. The RATER model is a framework used in service quality management to assess and evaluate Customer Experiences.

Digital Transformation 91

Digital Transformation e-Learning Customer Knowledge Customer Experience 91

Zendesk

OCTOBER 2, 2023

While digital transformation and systems integration are a constant, customer and employee experience, AI and data security top of mind for IT leaders. According to a global survey of 1,200 IT leaders, high competition, mounting customer expectations, and new AI tools are all contributing to changing priorities.

Cybersecurity 76

Cybersecurity Digital Transformation Investors Prioritization 76

Planview

JUNE 23, 2022

Our team welcomed attendees to our booth and discussed strategies and solutions to help services organizations lead the future of connected services by connecting systems, data, work, organization, people, and customers. Planview PSA Software streamlines connected services systems and delivery for your organization.

Digital Transformation 52

Digital Transformation Digitalization Decision-making Leadership 52

Flevy

AUGUST 8, 2023

Most Innovation efforts fail because of a lack of understanding of customers’ needs. The enormous amount of data available today should have made it easy for organizations to capture what customers hope to achieve. If implemented effectively, JTBD allows organizations to reap several benefits.

Innovation 95

Innovation Value Proposition Digital Transformation Customer Experience 95

SmartKarrot

APRIL 12, 2022

A look at the organizational landscape shows that many companies, especially B2Bs, are moving towards digital transformations – using IT tools and technologies to boost organizational performance. The primary motivation for digital transformation (DX) is the many benefits of hybrid and multi-cloud infrastructures.

Digital Transformation 10

Digital Transformation Digitalization Artificial Intelligence Organization 10

Freshworks

JUNE 2, 2023

As companies expand their investments in digital transformation, they’re banking on big returns, especially in customer experience (CX). To gain deeper insights into conversational support and how to implement it in your organization, download the complete Freshchat Conversational Support Benchmark Report 2023 for free.

B2C 94

B2C Digital Transformation Digitalization Healthcare 94

Freshworks

JUNE 1, 2023

Achieving customer service excellence in the digital transformation era depends on a complex alchemy of technologies, strategy, and human talent. The Freshdesk Customer Service Benchmark Report 2023 sheds new light on how companies in different industries and regions are delivering on that challenge.

Artificial Intelligence 66

Artificial Intelligence B2C Transportation Retail 66

Flevy

FEBRUARY 20, 2024

Benchmarking against industry peers is something all organizations (should) do. Competitive Benchmarking is the compass that guides organizations in navigating the competitive landscape. This article will delve into the vital role of Competitive Benchmarking KPIs in empowering organizations to make data-driven decisions.

Management 52

Management Digital Transformation Profitability Decision-making 52

Flevy

APRIL 24, 2024

This intrigue is not only limited to consumer goods, but also extends to how some organizations achieve and maintain a competitive advantage. Understanding VRIO begins with breaking down its components—Value, Rarity, Imitability, and Organization, with each element posing a crucial question: Value. Organization. Imitability.

Digital Transformation 52

Digital Transformation Organization Decision-making Leadership 52

Flevy

FEBRUARY 19, 2024

For organizations across the spectrum, these metrics provide a lens through which growth can be assessed, strategies refined, and objectives recalibrated. For leaders within any organization, these metrics offer the tools to steer their initiatives toward sustainable growth.

Business Growth 52

Business Growth Management Digital Transformation Profitability 52

Flevy

SEPTEMBER 20, 2023

They enable organizations to visualize, analyze, and optimize their Customer Experiences systematically. Service Blueprints provide a holistic view of a service by depicting not only the customer-facing elements but also the underlying processes, interactions, and touchpoints that make up the entire service ecosystem.

Digital Transformation 52

Digital Transformation Innovation Customer Experience Organization 52

Flevy

JANUARY 10, 2024

Gilmore in their 1998 Harvard Business Review article and subsequent book, the concept of “Experience Economy” goes beyond the traditional focus on goods and services. Pine and Gilmore argue that economies evolve in stages: from agrarian to industrial, to service, and finally to customer experience.

Digital Transformation 52

Digital Transformation Customer Experience Media Digitalization 52

Farland Group

MAY 23, 2023

Deliver on customer-centric business models – The pressures of commoditization, consolidation, and cost cutting are requiring even the laggards to find a path to digital transformation and new digital business The customer experience is core, and there is a need to reinvent the business model to deliver on the customer experience.

Digital Transformation 40

Digital Transformation Digitalization Innovation Customer Experience 40

Planview

DECEMBER 19, 2023

In an era where software drives customer experiences, survival in today’s business landscape requires digital transformation to deliver greater value. Complicating matters further, when an organization is new to VSM, scaling adoption can be a difficult process. VSM emerges as an indispensable asset.

Management 59

Management Digital Transformation Software Software 59

Planview

AUGUST 3, 2022

Understanding the three different types of business transformation will help you choose the right transformation for your organization. With as much change as we’ve seen in recent years, it’s not enough for organizations to piecemeal new processes and ideas. Digital Transformation Leverages Technology.

Digital Transformation 52

Digital Transformation Digitalization Leadership Innovation 52

Desired Path

MARCH 9, 2023

For brands, the crisis has brought about fundamental changes to how customers behave, resulting in what can only be described as a tectonic shift in their behaviour. Now, as we enter the last quarter of 2021, the need and investment in customer experience (CX) has risen exponentially.

Digital Transformation 52

Digital Transformation Digitalization Customer Experience B2B 52

Zendesk

MAY 3, 2022

Our global customer experience event only happens once a year. Our CEO, Mikkel Svane, and other Zendesk leaders will share the evolution of customer experience and reveal some exciting Zendesk product news and customer stories. And, for the first time, registration is free. We hope you’ll join us for the show.

Digital Transformation 98

Digital Transformation Customer Experience Leadership Digitalization 98

Flevy

APRIL 25, 2024

In the field of Market Research and Consumer Behavior Analysis, a significant problem that organizations face is the inability to fully grasp and interpret the subconscious thoughts and emotions of their consumers. This method has been adopted across various industries, revolutionizing the way organizations understand consumer attitudes.

Construction 52

Construction Digital Transformation Communication Decision-making 52

Desired Path

FEBRUARY 17, 2021

DesiredPath conducted the , Customer Success Benchmark Survey to ask CS leaders how their organizations fared in 2020 and to provide their thoughts on their top focus areas, challenges and opportunities for 2021. ARR and 55% indicated that the CS management team at their organizations manage 6-8 direct reports. Finally, 70.6%

Digital Transformation 59

Digital Transformation e-Learning Acquisition Customer Success 59