Business agility for customer centricity
To be truly customer-centric, your business needs to be agile. In other words, your business must be able to respond to changing customer needs. In the book “designed for digital” by Jeanne Ross, et al. of MIT CISR, “business agility” is described as a key capability...
You can’t “just build a mobile app”
There's no question that mobile apps are becoming increasingly popular. In fact, many businesses now require a mobile app to remain competitive. However, developing a mobile app is not as simple as creating a website. In addition to the front-end design, you also need...
Service blueprint is key to digital transformation
Transformation initiatives generally have low levels of success according to research. The limited success according to John Kotter, a leadership and change management professor at Harvard Business School, is the result of not following due process. In the field of...
Digital strategies to outsmart your competitors
Competing in the digital economy is no longer a choice. To remain relevant businesses need to either transform by redesigning their business models or find new markets. Change as the only constant is no longer a “catch-phrase” but the reality facing businesses today....
What is CX and why does a CX strategy make business sense?
According to Forbes (2020), customer-centric companies are 60% more profitable than those that do not keep the focus on the customers’ experience (CX). If CX is known to significantly improve the bottom line, then why is the success of companies like Amazon, Ritz...