Sharing Experience - Connected Smart Grid

What is EGov Metrics ?

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In today’s business environment, every company, regardless of industry, faces potentially disruptive new competitors. Pressure from customers has shifted attention from an internal focus on operational efficiency to an external, customer-centric view of engagement and effectiveness. 

Focus on customers and how best to serve them determines success or failure. For most companies of any significant size, however, this simple principle is far from easy. To make matters worse, the ever-expanding array of technology tools that promise to improve customer engagement have often done anything but. This combined with deep silos between marketing, sales and customer service is harming customer relationships rather than helping them.

With digital transformation now a top priority for chief executives, it is imperative to put customers at the heart of any new strategy. Companies must build a consistent and cohesive picture of the customer across all departments. It’s time to put the customer at the center of transforming cooperation across marketing, sales, service—and every other function in the business. And this time, to do it right.

This report introduces the concept of customer understanding, defines its key characteristics, and provides an overview of how it enables the design of insight-driven customer experiences. This concept is known as insight-driven experience design (IXD).
 

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In today’s business environment, every company, regardless of industry, faces potentially disruptive new competitors. Pressure from customers has shifted attention from an internal focus on operational efficiency to an external, customer-centric view of engagement and effectiveness. 

Focus on customers and how best to serve them determines success or failure. For most companies of any significant size, however, this simple principle is far from easy. To make matters worse, the ever-expanding array of technology tools that promise to improve customer engagement have often done anything but. This combined with deep silos between marketing, sales and customer service is harming customer relationships rather than helping them.

With digital transformation now a top priority for chief executives, it is imperative to put customers at the heart of any new strategy. Companies must build a consistent and cohesive picture of the customer across all departments. It’s time to put the customer at the center of transforming cooperation across marketing, sales, service—and every other function in the business. And this time, to do it right.

This report introduces the concept of customer understanding, defines its key characteristics, and provides an overview of how it enables the design of insight-driven customer experiences. This concept is known as insight-driven experience design (IXD).