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Step 3 Platform Data and Content – Don’t Forget the Data

By Alastair Jupp 3rd July 2017 Delivery 2 Comments
In the context of IntelligentCX, platform data and content, come in a variety of guises and is invariably the most challenging and most forgotten aspect of any application build. Creativity and innovation typically focuses on features that customers see and interact...
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Step 2 Customer Pain Relief Using ‘Design Thinking’

By Alastair Jupp 21st June 2017 Delivery 1 Comment
Now the pain points customers encounter have been identified the next step is to establish which are able to be eased by a service from your business. This service will be the ‘pull’ which draws customers to your brand, design thinking...
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Step 1 Finding the Pain Using ‘Experience Maps’

By Alastair Jupp 30th May 2017 Delivery 2 Comments
MAP your business, MAP your customer. The starting point of building Intelligent Customer Experiences is to enable the discovery of what causes your business and your customers the most pain in achieving goals set, to do this we need to create experience...
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10 Steps to Building Digital Platforms

By Alastair Jupp 30th May 2017 Delivery 2 Comments
Over the coming weeks IntelligentCX will be publishing the 10 steps to building digital platforms which enable great intelligent customer experiences. These steps will come in the form of 10 articles (11 including this one!) which are designed to help, support...
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IoT Are Companies Trying to Prevent Customers Using the Web?

By Alastair Jupp 11th May 2017 Blog 1 Comment
Considering the onset of IoT, the Internet of Things, the answer is a resounding yes! With its proliferation well and truly progressing, 50 billion devices by 2020 all connected together, IoT enables limiting customers purchasing choice and control under the guise...
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Sales Trigger Acquired Through an IntelligentCX

By Alastair Jupp 3rd April 2017 Blog 0 Comments
What is the first thing your customers do before embarking on a new project, product development or service provision, this is the start point of any customer’s future need. Understanding this can be hugely beneficial in enabling your company to build...
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Innovation, The Tale of 3 Competencies

By Alastair Jupp 3rd April 2017 Innovation 0 Comments
3_Innovation_Competencies
Innovation is a fashionable accessory in business at the moment with evangelists, innovation leaders, ideators and multitude of other creative titles popping up among creative geniuses but too much creative and not enough execution could be the single biggest risk to...
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Should We Always Start With the Customer?

By Alastair Jupp 24th February 2017 Delivery 0 Comments
Defining the business insight first
Sharp intake of breath but hear me out…. the principles of developing an intelligent customer experience hang heavily on the answer to this question. An intelligent customer experience, IntelligentCX, gives to the customer and the business in equal measure. Examples of...
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Anyone in UK who uses the The Daily Mail App, try Anyone in UK who uses the The Daily Mail App, try this... go into the app settings and turn off Ad personalisation and data collection then go to any story and story scroll through the photos... this image appears where an ad would be and guess what you can’t close it, you have to shut down the App and reopen it. Yet with personalisation agreed you can close an Ad fine.... is this a very convenient bug? or a company putting revenue ahead of #customerexperience ???
The Fundamental Objective of Every Business is to The Fundamental Objective of Every Business is to convert a stranger into a brand advocate. Break this down into its elements and deliver for your business. #strangertoadvocate #customerexperience #businessgrowth #digitaltransformation
#strangertoadvocate how do you get someone you don #strangertoadvocate how do you get someone you don’t know and does not know you to tell everyone how great you are (The goal of most businesses today)? Break your #customerjourney into a #customerjourneymap using #processmapping and #customerexperiencemapping to identify the #gapanalysis
#strangertoadvocate is the fundamental journey a c #strangertoadvocate is the fundamental journey a company looks to take customers on. Breaking this journey into to steps and overlaying this on your business is the starting point of establishing how to build business #processmapping #customerexperience #businessgrowth #costsaving #revenuegeneration
It would be easy to say #customerexperience and ye It would be easy to say #customerexperience and yes it absolutely is but I’ll be sharing an approach for SME’s in coming months #strangertoadvocate #sme
Interested whether others use wire-framing or mock Interested whether others use wire-framing or mockups when scoping #dynamics365, are we unique in using them to bring text requirements to life for our customers or do others do the same? if so, what software do you use to make them? #userexperience #visualizations
Reduce cost and increase revenue...do more with le Reduce cost and increase revenue...do more with less, simple right? Defined correctly with focus on core business process not exceptions & translated effectively into system requirements #Dynamics365 will Accelerate and reduce effort of all your processes (not just sales) while providing great #customerexperience
CRM Customer relationship management is such an un CRM Customer relationship management is such an understated name for Dynamics 365, once upon a time a CRM did just that, it managed the customer relationship. Today, its an innovation platform. I get asked a lot “is this possible”, in short, the answer is always yes, technically but commercially, ask is it feasible and sensible.... ⠀
#d365 #dynamics365 #customerexperience #userexperience
One of the most important goals of any Digital tra One of the most important goals of any Digital transformation project is to make your teams lives easier. Your people not engaging and embracing  new platforms will be a big factor on the success of your project.

So, reduce activity duplication, automate repeatable tasks, reduce bureaucracy, create great user experiences and enable them to shape it, don’t just focus on management reports... Make their jobs easier and they will spend more time focusing on making your customers experience great. #digitaltransformation #userexperience #customerexperience
From Google Winning the Zero Moment of Truth by Ji From Google Winning the Zero Moment of Truth by Jim Lecinski, great free read and the reason why #customerexperience is essential, deliver a good one and they will tell friends, deliver a great one and they’ll tell the world! #ZMOT #greatread
With economic turmoil ahead, it’s even more impo With economic turmoil ahead, it’s even more important to focus on your  #customerexperience challenging times are ahead
Creating great customer experiences inevitably req Creating great customer experiences inevitably requires a digital platform, why reinvent the wheel, CRM has moved on so much #crm #dynamics365 #microsoft
Love this, Interpret it as you see fit and use it Love this, Interpret it as you see fit and use it however you can benefit
So #Microsoft licensing bootcamp today, maybe, jus So #Microsoft licensing bootcamp today, maybe, just maybe the licensing model is a little too complex.... but what is the balance between commercial effectiveness, fair use management and #customerexperience....
Never underestimate the power and the challenges o Never underestimate the power and the challenges of #data it’s really not just like MS Excel all the time...
10 steps to building great #customer experience pl 10 steps to building great #customer experience platforms
Use #experiencemaps and #designthinking to identif Use #experiencemaps and #designthinking to identify customer pain in dealing with your organisations https://intelligentcx.com/customer-pain-relief-design-thinking/ #customerexperience #intelligentcx
We are #DigitalTransformation & #CustomerExperienc We are #DigitalTransformation & #CustomerExperience Enthusiasts. We help #DigitalProfessionals realize; Great CX, united teams, brand presence, Optimizecosts & generated revenue.

http://bit.ly/ICX6Factors
Great Image, #GreatQuote, #GreatRead from 'Change Great Image, #GreatQuote, #GreatRead from 'Change The Culture, Change the Game'

#ChangeTheCulture
#CustomeExperience
#IntelligentCX
#Factor6Culture
#LeadershipAndCulture
#Leadership
#CompanyCulture
#BusinessCulture
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