1) How can mobility help delight customers without even providing a single mobile enabled feature to them? 2) How to balance analytics based customer cross sell and customer experience without crossing the line? 3) Why are organizations unable to bring together silos when it comes to customer experience? 4) What do high net worth individuals really need? 5) Why do customers’ ratings of their mobile experiences go against all research & expectations? 6) Why is there not emerging a leader’s view of the enterprise and its customer ecosystem?
Great questions with complex answers; and this is just a sampling of the engaging topics that came up during Mindtree’s mobility strategy and customer experience dinner in NYC on the 21st.
If you can get a few customers together Francesco Acerbi Italy Jersey , brainstorm and debate potential trends, discuss approaches to meet them, and also analyze the most important challenges that slow down adoption and progress Federico Marchetti Italy Jersey , it leads to true innovation on both services and products. Now if such a discussion were to be over dinner and wine, leading to a relaxed, no holds barred discussion Federico Bernardeschi Italy Jersey , then you really exceed the bar.
Our mobility dinner in NYC on mobility strategy and customer experience was an excellent culmination to weeks of planning and organizing. We thank our event partners Kony who provided an excellent mobility and multi-channel platform, and also Everest group who led a thought provoking discussion.
We kicked off with a fascinating presentation on the evolution of the world’s most innovative museum and how they balance mobility needs for customer engagement and generation of new revenue streams. Balancing the needs of donors, curators Emanuele Giaccherini Italy Jersey , customers, operations and finance is no easy task. And maintaining the vision of education and making art accessible to all is itself a fine art when it needs to be achieved in the light of integrating consumer experiences with operational efficiency and meeting revenue targets to keep the lights on.
Next up was a million dollar question. Should we even attempt creating a long term mobility strategy in this fast changing world? Or should we just create a set of guiding principles that achieve the goals of:
1) Countering business disruption 2) Achieving digitization and multi-channel integration 3) Making the experience more relevant 4) Being more agile when it comes to innovation and improvements 5) Build a solid backbone that is ready for the uncertain future
The bottom line conclusion was that customer experiences must be mapped across channels to uncover opportunities to delight and satisfy customers as they interact with us. Supporting this premise was the principle of creating a mobility needs universe which takes into consideration internal and external stakeholders as well as their influence on both revenue and efficiencies. A mobility universe created through a structured process, will yield surprising insights into what to build Eder Italy Jersey , when to build, and how to build. A business aligned IT strategy is facilitated and made easy by such an approach.
Finally, the perplexing questions:
1) If everyone knows what to do Davide Astori Italy Jersey , why are customers still interacting with us in silos? And likewise, why can’t we seem to provide customers a unified experience? 2) Why do we focus on the tip of the iceberg, when the real key to unlocking the potential of mobility and goal of multi-channel integration is all the machinery beneath the surface (apps Daniele Padelli Italy Jersey , data, middleware, and infrastructure?) Be a Certified Microsoft Dynamics CRM Specialist by the MB2-713 Exam
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05.05.2018 10:07
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