“What is a customer journey map?” would seem to be a fairly self-explanatory question. A customer journey map is a diagram/infographic/flowchart the depicts the steps customers go through to engage with a company. Journeys can show the path to buying goods or services or gather information. Simple, right? Not so fast. Sure, a customer journey map is a… read more >
Scott Liewehr is the emcee for the Yes Lifecycle Marketing Summit 2017 at the Union League Club in Chicago. This invitation-only event brings together senior marketers interested in learning from industry leaders, gaining knowledge about innovative technologies and best practices, and understanding how to make data central to marketing strategies. Scott moderates sessions and panels with industry leaders from Olive Garden, Wyndham, West Marine, Aetna, and Community Coffee. The agenda includes an evening event at Wrigley Field, where Summit attendees will be on the Wrigley Rooftop preceding a match-up between the Chicago Cubs and the New York Mets.
The Yes Summit is free to attend, and participants must be registered in advance by way of invitation. Visit the Summit website for more information and to request an invitation.
Contact us to arrange a time to meet up with Scott or connect prior to the Summit.
The WfMC excellence awards The Workflow Management Coalition (WfMC), a standards organization for workflow and business process technologies, recently announced the 2017 winners of its Adaptive Case Management Excellence Awards. I always look forward to these announcements (and the related BPM Excellence Awards) and the follow-on book because the winners demonstrate the best of the… read more >
Meet Connie Moore at the OPEX Business Transformation Summit hosted by IQPC. This event targets business leaders who are driving their organizations towards process excellence (OPEX) in the digital era. As part of the pre-conference Customer Experience Day, Connie will deliver a workshop on marrying process excellence with the customer journey, using examples from leading organizations that are designing process hand in hand with customer journey mapping. On day one of the main conference program, Connie will participate in a panel discussion entitled “Spotlight on Culture and Change,” in which participants provide guidance on organizational change management.
Speakers represent industry leaders such as AT&T, eBay, Wells Fargo, Eli Lilly, Kellogg’s, Merck, Intel, and Swarovski.
For insights into the topics that Connie will cover, download her analyses of business process management and organizational change management as core competencies for customer experience management (CEM). Relevant reports also include Transform Customer Experience and Operational Excellence by Going Digital Outside and Get Started on Creating Great Customer Experiences with Journey Strategies.
Engaging with customers in their language is essential to delivering great experiences. And that engagement is more than just using the right words. It also involves crafting all content that touches the customer in such a way that it demonstrates empathy and understanding. Creating great content is no easy task in one’s native language. It’s… read more >
To be successful in sales takes a special je ne sais quoi. Whether you have that special skill or not, and whether you are transacting on technology, shilling services, or pitching products, if you don’t know, and I mean really understand, your target audience, your likelihood of success is significantly diminished. Most people understand the importance… read more >
Last week I attended and chaired a panel at the AIIM Executive Leadership Council in Washington, D.C. Attendees were drawn from the AIIM board, visionaries and thought leaders working in the information management space, and senior executives from some of the leading information management vendors. The event’s purpose was to identify emerging technologies and markets… read more >
It’s increasingly difficult for companies to get good response rates when they ask customers for feedback. Many buyers are tired of being “invited” to participate in surveys at the end of telephone calls or chat sessions, or of being surveyed at the point of sale, or asked to log onto the website at the bottom of… read more >
The hype surrounding artificial intelligence (AI) in today’s marketplace cannot be overstated. Most of the excitement is just that—hype and hot air, plus a whole lot of confusion about what AI actually encompasses. Whether it’s 1) voice-driven assistants such as Alexa and Siri, 2) chatbots that engage with customers, 3) robotic process automation (RPA) that… read more >
The race to create more global digital agencies continues apace as established agencies and consultancies continue to snap up smaller independents around the globe. Just this week, I received a message about Wunderman, a subsidiary of holding company WPP, buying a Spanish agency called The Cocktail (and surely I’m not the first person to wonder why it… read more >
