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Cimphoni Blog on Technology Trends

Defining What's Really Happening with your Customer Experience

Posted by Ruben Moffett on October 17, 2016

Are you getting negative reviews or ratings online or in surveys about some aspect of the customer experience? You're not alone. In today's technology-driven marketplace, customers are benchmarking your company's performance against innovators like Amazon and Apple, and most companies are falling short of that standard on at least a few customer touchpoints. 

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Topics: Customer Experience (CX)

5 Key Steps to Align Customer Experience with Customer Expectations

Posted by Ruben Moffett on October 10, 2016

Today, we launch our latest original white paper, "5 Key Steps to Align Customer Experience with Evolving Customer Expectations." 

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Topics: Customer Experience (CX)

Successful ECM System Implementation is not Magic

Posted by Max Boedder on April 21, 2016

Enterprise Content Management (ECM) systems, when combined with business intelligence tools, are foundational technologies to support enterprise agility. These platforms will provide employees with both historical insights into business best practices as well as contemporary insights into customers, employees, partners and other business stakeholders. The growing global ECM market is estimated to be worth close to $60 Billion by 2020.  Unfortunately, many companies run into major challenges when implementing their ECM system, such as:

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Topics: Business Process Transformation, Digital Enterprise, Enterprise Content Management, Big Data

Why & How Service Companies Should Get Started on their IoT Journey

Posted by Rick Davidson on April 10, 2016

Many service companies have incorrectly assumed that the Internet of Things (IoT) does not apply to them because they don't make “things” and therefore cannot benefit. The truth is that there is immense potential for service companies to leverage IoT to accomplish goals that fall into five main categories:  increased revenue, lower operational costs, differentiated products, customized service offerings and better customer experiences.

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Topics: Internet of Things (IoT), Digital Enterprise, value chain

Customer Revolution Driving Move From Digital to Cognitive Enterprise

Posted by Rick Davidson on March 8, 2016

The “impatient narcissist” is probably an apt description for today’s consumer. They want what they want and they want it now. They have extremely high expectations regarding every aspect of their “journey” with an enterprise’s products or services. From gathering information to purchasing a product or service, using it or recommending it to their friends, they have no patience for dysfunctional technology or business processes that get in the way of a great customer experience. And, they expect companies to treat them as individuals, knowing their preferences and needs, and offering them products or services that are relevant, timely and simple.

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Topics: Customer Experience (CX), IT Transformation, Digital Enterprise, Big Data, Cognitive Enterprise

Practical Guidance for Manufacturers Starting Their IoT Journey

Posted by Rick Davidson on March 8, 2016

If you are a manufacturer, you are likely investigating use cases where the Internet of Things (IoT) can enhance your products’ capabilities, provide more insights on how your products are used by your customers and, of course, increase product sales. As IoT-enabled products become more and more mainstream, your customers will come to expect smart and connected products that improve their lives (e.g., personal health and safety, productivity, leisure, etc.). And, your competitors will be working hard to be first-to-market with game-changing products for your industry sector.

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Topics: Internet of Things (IoT), Big Data

10 Tips to Guide a Customer Experience Improvement Initiative

Posted by Rick Davidson on October 28, 2015

CIOs are in a unique position to co-lead a customer experience (CX) improvement initiative. First, they generally have a good understanding of key business processes that engage and support customers across the entire CX lifecycle – from sales, to product and service provisioning to support. They also have a fairly good understanding of the business systems that are involved at critical customer touch points – including the strengths and weakness of these systems. Finally, they likely understand where the discontinuities exist in CX-related business processes as these frequently manifest themselves through gaps in process automation, lack of availability of critical customer information and poorly integrated business systems. CIOs should see this as their opportunity to co-lead a CX improvement initiative within their companies.

Once you have made the decision, as the senior IT leader in your company, to embark on a customer experience (CX) improvement initiative, here are 10 tips to ensure it’s successful:

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Topics: Customer Experience (CX)

You Might Have a Customer Experience Problem If...

Posted by Rick Davidson on October 12, 2015

Customer experiences have not kept pace with customer expectations, which have changed dramatically over the past decade. This change has been driven by technology, primarily mobile devices, which can instantly satisfy a customer’s need for information, to communicate with others or to complete an online purchase. Let’s face it, none of us like to wait and we want our needs met – now! Call it the age of the impatient, narcissistic consumer, but it will no doubt govern the way companies deliver products and services to their customers for the foreseeable future.

If you a) are hearing complaints from your customers, and you are fortunate if they actually share their concerns with you, b) are noticing your customer loyalty or net promotes scores are declining or c) are losing market share to more tech-savvy competitors, you likely have a customer experience (CX) challenge that needs attention. Here’s a handy guide to help you decide if it’s time for an intervention. To borrow a phrase from comedian Jeff Foxworthy, you might have a CX problem if:

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Topics: Customer Experience (CX)

Three Tips to Evaluate Your Customer Experience

Posted by Rick Davidson on August 21, 2015

If your customer service center frequently receives complaints about your order system, if you experience a high rate of customers abandoning the order process before completion, or, if your team regularly handles complaints about products and services on social media platforms, it's time to get a clearer picture of your customer experience...and fast. That's why we suggest the following three tips to efficiently and effectively evaluate your CX:

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Topics: Customer Experience (CX)

Today's Customer Experience Expectation: It's All About Me

Posted by Rick Davidson on August 10, 2015

People often criticize Millennials for their materialistic ways, and their constant connections to technology, but is that really a fair assessment? Haven't we all become really accustomed to getting virtually any product or service we want, on demand, 24/7, from whatever device is closest to us? Let's face it, it's all about me when I'm the customer, and it's all about you too. 

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Topics: Customer Experience (CX)