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- 6 Disciplines for Reaching Customer Experience Maturity
Most companies say they want to differentiate themselves based on a superior customer experience . But the reality is very few manage to provide an experience that truly differentiates a brand from competitors. Consider the health insurance industry: ...
Article - Megan Burns - September 21, 2011 - 2 comments - 0 attachments
- This is Service Design Thinking: Basics - Tools - Cases
This is Service Design Thinking outlines a contemporary approach for service innovation. Service design and design thinking are lately evolving into buzz words for management and business consulting. This is Service Design Thinking strives to ...
Resource - Marc Stickdorn - January 31, 2011 - 0 comments - 0 attachments
- Forrester's Consumer Forum 2011
Disruptive technology, digital connectivity, and the proliferation of customer touchpoints are dramatically changing the way customers interact with products and channels. Coupled with changing consumer behavior, this means that we are seeing the er ...
Event - Alex Laven - September 15, 2011 - 0 comments - 0 attachments
- Forrester's Business Process Forum 2011
Today’s business executives have sky-high expectations of Business Process (BP) Professionals. Not only must BP pros deliver process improvement breakthroughs across the organization, but they’re also instrumental in driving transformation ini ...
Event - Alex Laven - September 15, 2011 - 0 comments - 0 attachments
- Forrester's Application Development & Delivery Forum 2011
Is your business growing again? Is this putting your application delivery teams in the hot seat? Are you on the hook to deliver more customer engagement, business value, innovation, and growth — more quickly? Join the club! To respond, you must take ...
Event - Alex Laven - September 15, 2011 - 0 comments - 0 attachments
- Financial Services In A Connected Age
DX is a new series of single-day conferences and workshops dedicated to designing experiences across industries, topics and technologies. The first installment of DX features a mix of case studies and presentations that will prepare those who wor ...
Event - Alex Laven - September 13, 2011 - 0 comments - 0 attachments
- Customer Loyalty & Engagement Members Only Conference
A Xerox-sponsored research project found that delighted customers are six times more likely to continue purchasing products and services than customers who were merely satisfied. Consumers who are loyal tend to purchase more products, refer fr ...
Event - Alex Laven - September 13, 2011 - 0 comments - 0 attachments
- Efficiency
Title 2: The second essential of a customer centric business It's Melbourne, Victoria 1998. The state government continues its drive to reduce public waste. Already the ...
Article - Erietta Sapounakis, Different - August 11, 2011 - 11 comments - 0 attachments
- End-to-End Experience Design
When I started as an application designer in 2001, I worked really hard for my clients, whipping their applications into shape. I would conduct usability reviews and hands-on design sessions to overhaul the app, I’d agonize over each screen layout, ...
Article - Theresa Neil - June 22, 2011 - 10 comments - 0 attachments
- Being Predictable
Title 2: The First Essential of a Customer Centric Business This year marks our tenth anniversary here at Different. Over that time we’ve always tried to stay true to o ...
Article - Corrina Liao Ph.D., Bec Purser, Different - June 21, 2011 - 8 comments - 0 attachments