WHY IT MATTERS: Digital Transformation
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Gartner Magic Quadrant for the CRM Customer Engagement Center highlights the importance of #customerService in a #customer-centric #omnichannel #journey

Gartner Magic Quadrant for the CRM Customer Engagement Center highlights the importance of #customerService in a #customer-centric #omnichannel #journey | WHY IT MATTERS: Digital Transformation | Scoop.it

The current reshaping of the customer engagement center (CEC) market is characteristic of the consolidation of the customer service technology market. Customer service and support organizations must deliver consistent, effortless, intelligent and personalized customer service to their customers. The ability to orchestrate customer requests with assisted service, as well as with self-service, is one of the four pillars of great customer service within a leading customer service and support operation.

Farid Mheirs insight:

WHY IT MATTERS: as with all quadrant, take the ranking with grain of salt, do your own research but leverage Gartner market analysis to guide your thinking.

asse91993@gmail.com's curator insight, August 9, 12:50 AM
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2020 Gartner Magic Quadrant for CRM Customer Engagement Center

2020 Gartner Magic Quadrant for CRM Customer Engagement Center | WHY IT MATTERS: Digital Transformation | Scoop.it

Complimentary copy of the latest Gartner Magic Quadrant for CRM Customer Engagement Center (CEC) and find out why Freshworks is the only company recognized as a Visionary.

Farid Mheirs insight:

WHY IT MATTERS: I love the quadrants, not so much for the ranking (often biased) but for the analysis. Jump to the end of the report to understand just how far we've come from phone based call centers to todays self-service and AI enabled mobile solutions.

salvadorelopezzzz's curator insight, July 18, 10:22 AM
hallisog's curator insight, July 19, 10:15 AM
hallisog's curator insight, July 19, 10:15 AM
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Bringing #agile to customer support shows just how fundamental new lean and lightweight approaches are to digital transformation of business units via @McKinsey

Bringing #agile to customer support shows just how fundamental new lean and lightweight approaches are to digital transformation of business units via @McKinsey | WHY IT MATTERS: Digital Transformation | Scoop.it

Early adopters of agile customer support are achieving impressive performance gains by empowering frontline workers to excel as team-based problem solvers.

Farid Mheirs insight:

WHY IT MATTERS: the agile approach has been popular in software engineering and other technical groups within startups. However, as this article shows, agile can and should be applied everywhere in the organization. Here they describe how it used successfully in customer service. The concept is simple: empower your resources to be autonomous, work in small teams that have ownership and give them the digital tools they need to work end to end.

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The ForeSee Experience Index for #Retail provides Customer Experience Insights and shows how #omni-channel crosses between store, web and mobile

The ForeSee Experience Index for #Retail provides Customer Experience Insights and shows how #omni-channel crosses between store, web and mobile | WHY IT MATTERS: Digital Transformation | Scoop.it

Analyzing data gleaned from 40,000 shoppers, the Retail CX Insights report (the companion publication to our Retail CX Rankings) helps you understand the most important customer experience trends in retail, including:

How top-scoring brands learn to calibrate with customers
What the new customer journey reveals about technology and personalization trends
How brands like Apple, Tractor Supply, and Williams Sonoma are winning on CX
Why flexible fulfillment is changing buyer expectations

Farid Mheirs insight:

WHY IT MATTERS: omni channel is an important consideration to include in any technology strategy because customers expect to move across digital channels without effort.

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Customer Service in the digital age: a reading list to guide your strategic decisions

Customer Service in the digital age: a reading list to guide your strategic decisions | WHY IT MATTERS: Digital Transformation | Scoop.it

This my first original piece on the Digital Transformation of Business blog. I was spurred by an inquiry from the CDO of Ville de Montreal as he looks to shape the job description of the head of customer service. I assume this is also meaningful to other executives looking to enhance or transform their customer service department.


First I suggest reading a lot on the customer decision journey, as it evolves from the old "funnel" model to the "journey" model, an endless loop centered around the customer.

- McKinsey describes the Customer Decision Journey very eloquently in this 2009 article. http://bit.ly/Z1Ck1r

- An article in The Economist may provide an easier to read version (believe it or not!). http://bit.ly/Z1DjPh 

- McKinsey then shows in 2014 how digital shapes the customer decision journey interactions with customers, an essential component being customer service. http://bit.ly/Z1CuG2

- Forrester has written extensively on the creation of customer journey maps which I believe are amazing ways to vizualize the new interactions in the digital age. http://bit.ly/Z1HTgi

- Forrester proposes the 6 Cs of customer centricity which may help guide your initial strategic thinking. http://adobe.ly/Z1IVZC 

- a pinterest board provides an interesting view of different journey maps. http://bit.ly/Z1Iwq8


Then a number of firms have written specifically about the customer service in the digital age including:

- Deloitte which includes mobile first, omni channel, social networks, etc. http://bit.ly/Z1JliP

- McKinsey about What it takes to digitize customer care http://bit.ly/Z1JOl3

- Capgemini has a number of papers on digitization of customer experience, part of their wider and well researched digital transformation of businesses http://bit.ly/Z1K1oq

- Mashable provides simple web-based solutions to self-service customer care, which I assume every VP should understand and put in his master plan http://on.mash.to/Z1Kgj6

- Accenture has a customer survey that may shed some lights into the needs of customers regarding service they expect form organizations in the digital age http://bit.ly/Z1KqqT


That being said there are lots of other sources and I welcome in the comments any other references that may be useful.




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Marc Andreessen Describes How Google Glass Will Revolutionize Health Care via @bloomberg

Marc Andreessen Describes How Google Glass Will Revolutionize Health Care via @bloomberg | WHY IT MATTERS: Digital Transformation | Scoop.it

Think of a doctors "dealing with wounded patients and right there in their field of vision, if they're trying to do any kind of procedure, they'll have step-by-step instructions walking them through it. Don't have to call anyone, it's just there. That kind of thing, where we can view the Internet overlaid on the real world is transformative in a lot of different areas," he said.

Read more: http://www.businessinsider.com/marc-andreessen-describes-how-google-glass-will-revolutionize-health-care-2013-4#ixzz2RwwnDR7y

Farid Mheirs insight:

Unfortunately this interview has only a single example but finally it is one that relates to business, healthcare in this case. Additional examples are provided, and they have mostly to do with regards to customer support, or instant help.

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Urban Outfitters exec: Instagram inspires, shows brand personality - Social networks - Mobile Commerce Daily

Urban Outfitters exec: Instagram inspires, shows brand personality - Social networks - Mobile Commerce Daily | WHY IT MATTERS: Digital Transformation | Scoop.it

“Instagram for us is huge — the engagement on Instagram is through the roof,” said Steve Hartman, managing director of direct and marketing at Urban Outfitters, Philadelphia.

“Just looking earlier today, we posted a picture of shoes in the office, and it got 40,000 likes on Instagram immediately,” he said. “So that one is really about us inspiring the customer and also showing that it goes back to the personality of the brand.”

Farid Mheirs insight:

Great example of usage of social media beyond a boring facebook page and followers. People that post photos of themselves are more attached to the brand and the other clients. And this can pply to way more than apparel. Think food - pics of your meals or what you've prepared with groceries you bought - or in a B2B environment pics of usage of front loaders or other mechanical equipments. Lots of opportunities to transform the customer interaction, feedback, commitment, and ultimately sales?

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