Corona! COVID-19: omnipresent in the news, in our daily lives. Huge impact on our private and business routine. All around the world we fight with the consequences of the Corona pandemic. We are all facing the same issues across the globe - in our private and business life. See things with your clients´eyes - excellent client experience was never easier, more needed and more welcomed then these days. ...
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Do you know Frank Sinatra´s famous song "Love and marriage"? What has this song has to do with employee and client experience after all? Look at the lyrics: "... they go together like a horse and carriage. ... , You can't have one without the other". Frank Sinatra´s song and client & employee experience have something in common. Employee experience and client experience - they are inseparably connected. They directly ...
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Successful companies focus on it - experience management (XM). Which experience is managed in this business area and why is it so important that the second largest acquisition of a SaaS company was generated in the experience management area? In November 2018 SAP announced to acquire Qualtrics for $8 billion in cash. Qualtrics is supporting companies to improve their experience management eg with clients (CX or CEM) and employees (EX) but ...
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In the light of digitalization and transformation companies need to revisit their leadership approach. Agile leadership concepts appear on the radars. Agile leadership and strategy are key for successful business transformations as they enable internal change and act as the north star for the transforming company. Should agile leadership models be applied in any part of the business - studies show the successful companies find the right balance between continuity ...
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You can read about good samples of digital business innovations driven by digital labs but there are also critical voices about the success of digital business transformations & innovations evolving from these protected areas. On the other hand there are samples for failed in-house digital business transformations. The german magazine Capital shared a ranking of german digital labs where 6 key factors have been identified that decide about the success of ...
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Do you know how many potential clients you lose, day by day, because your online presence does not provide answers to the questions your clients have? Decision making has changed dramatically in the digital age. The clients are different today– they are curious, demanding, impatient and above all – they want to do the research across offerings themselves – 24/7 – when it fits their schedule. Time is precious and ...
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Client centricity has always been important to achieve growth and sustainable earnings. Now however new digital tools and competitors have raised customer centricity to new levels. For incumbents this is a call to action (CTA) to take up this battle for speed and straightforwardness in collaborating with their clients. New tools and technologies allow faster, highly integrated feedback to clients. This race for excellence is highly competitive. Companies often do not ...
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The efficiency of the sales team is an evergreen on the list of topics discussed when companies look at streamlining, transformation or change - The change can be triggered by the need for cost reduction or by the mandate to increase sales force efficiency. In the digital age the question how to empower your sales teams to be faster in their operational tasks, closer to the clients and more informed ...
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Digital Business transformation is driven by the permanent evolution of technologies - the impact on business landscapes and existing business models is visible. Companies need to adapt to the changing environments to ensure they can be successful in the future . The need for transformation does not start when companies face financial difficulties. Digital business transformation needs to be an integral part of a company´s strategy and a continuous topic ...
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