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The Customer Experience: The New Gold Rush (Part 2)

In Part 1, I explained that both sides of the customer experience equation—what I am led to expect, and what I perceive I received—are both heavily influenced by today’s hyperconnected world. Let me recap briefly before I explain how we can approach customer experience in this new world.

Today, I can easily compare products across the globe—and get any number of reviews on your products versus any others. Perhaps even more influential are the social media networks, where those I listen to most—my friends—can quickly influence me and make or break your product. Read More »

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The Customer Experience: The New Gold Rush (Part 1)

There was a time when making good products was sufficient to succeed in the business world, but that is no longer the case. While making good products (or services)—things that people want and value, of a quality they expect and at a price point they are willing to pay—remains essential to the value proposition, it’s just table stakes today. What customers want are “experiences.”

So what is an “experience,” and why are customers’ expectations of that experience different from those of the past? Read More »

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Forget tech! It’s about your business.

The role of the CIO is changing so fast these days that you can hardly catch your breath. No longer can the chief information officer focus on maintaining the traditional IT infrastructure. Now it’s about the proliferation of devices and how they can help to build your business.  Read More »

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NBA Fans Point, Shoot, and Score

“In basketball – as in life – true joy comes from being fully present in each and every moment,” says former LA Lakers coach Phil Jackson, and sports fans couldn’t agree more. Today’s followers of the NBA are more present and informed, every minute of every game, than ever before.

In general, the NBA’s outreach, including its websites, mobile apps, TV, and radio broadcasting, saw dramatic increases in activity over the last year.. In 2011, about 75 petabytes of video was posted. Not surprisingly, NBA.com is now the #3 sports site on the web for video streams. Read More »

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Collaboration Maestro…Bravo! Here We Come

CIOs around the world are at the center of technology trends such as cloud, social media, consumerization of IT, and mobility. This is the third blog in a four-part series (Read Part I) (Read Part II) exploring and sharing how CIOs around the world are responding to these trends and creating new ways to innovate, grow, and deliver superior customer experience.

Back in 2006, Gartner Research predicted that no company would be able to build or sustain a competitive advantage over the next few years unless it capitalized on the combined power of individualized workers and social dynamics. The “Future Worker of 2015,” Gartner said, would collaborate more, work alone less in order to be successful. Read More »

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