Business Transformation 
Have we forgotten about customer experience?
Should operational excellence initiatives lead to improved customer satisfaction? You would hope that the answer is "yes." Unfortunately, we have seen many examples in recent months with a narrow focus on efficiency and cost optimization. However, there is a massive…
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Latest Connected Customer Experience posts.
Recent posts
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Executive Voices
Connection helps you excel – in biking and in business
I truly believe that when you have a passion in life, you work as hard as you can to make it a success. Software AG aside, my other passion is cycling. Technology has made a massive difference to my own…
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Executive Voices
It’s a kind of (holiday?) magic…
You know how everything seems so magical at this time of year, with holiday lights and festive songs? Well, every time I make a payment with my phone, I think of how magical that is too… hearing the ping of…
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IoT
Smart connected products must live up to their promise
Smart connected products can only provide a great customer experience if they are truly connected. A lot of time and money has been spent by companies in the last few years to create a great customer experience - both online…
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IoT
Three reasons to create resilient revenues with IoT
There are three important reasons why manufacturers will embrace smart, connected products. 1. It's a massive opportunity The size of the overall equipment-as-a-service market is to reach $131 billion by 2025, a 35% increase from 2019. 2. Competition is looming In McKinsey’s Machinery…
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Executive Voices
The extreme competitiveness of a truly connected enterprise
Disruption is driving a tectonic shift in business models. Businesses are entering the “third era of IT,” according to Gartner; where they’re no longer just considering digital transformation but are implementing it and scaling it. Today we mark the passing…
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Executive Voices
Customer experience and The Night Watch
What does Rembrandt’s painting have to do with customer experience? I’m sure you have been to museums where the display is either badly lit or placed where you cannot see it properly. Add to that crowds of people gathered in…
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IoT
The 100-trillion-dollar jackpot
Can you picture $1 trillion dollars? In $1 bill terms the stack of cash would stretch almost three times around the Earth’s equator. In $100 bills, it would fill 4.5 Olympic-sized swimming pools. Now imagine how huge $100 trillion is. That is…
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Integration & APIs
How to create frictionless customer experience
Customer experience truly is king, and brands that create seamless, personalized customer flows will have the keys to the castle. According to a recent Gartner survey, customer experience drives over two-thirds of customer loyalty. It beats brand and price combined. …
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Integration & APIs
Open Data Initiative Unlocks CX
What is the value of your customer data? Few companies can put a figure on it, but almost everyone agrees that it is probably one of their most precious assets. Why? Because if you can get real, actionable insights from…
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Executive Voices
Cooking up a Superior Customer Journey
Making your customers feel valued and engaged is a top priority for organisations today. This is why, at the Adobe Summit EMEA this week in London, I announced a partnership that makes personalisation at scale a reality for enterprises. I’ve been looking forward to…
