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Airbnb Goes Exponential

Airbnb is vastly outperforming traditional hospitality companies. Insights of Exponential Organisations help us understand how this is possible.

Shopping2020 – Omnichannel Architecture Expert Report

Shopping2020 is a cross industry research programme in the Netherlands investigating the changes in the field of selling products and services to consumers.  The objective of Shopping2020 is to help Dutch businesses prepare themselves for the consumer and competition...

The Psi of Service

I typically wrestle with already intangible concepts like customer service and customer experience.  While there is a body of evidence that clearly supports a ROI on investments in these areas, it often comes down to a leaders own experience or intuition.  I would...

To Omni, Or Not To Omni

Perspectives on omnichannel operating models where online and brick-and-mortar companies adopting each others capabilities.

Conquering The Web Summit

Discovery of innovative and disruptive concepts was on the minds of a selected contingent of IT executives, leaders and thinkers as we embarked on our journey to the Web Summit. Held every autumn for the last four years, the Summit has exploded in scale to over 20...

CIO Survival Guide for the Experience Economy

The CIO Survival Guide for the Experience Economy is a series of inspirational and confrontational articles originally published in the Dutch version of CIO Magazine. The articles cover a broad spectrum of topics and case studies, all of which will provide ideas on...

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You Are What You Charge For

CIO SURVIVAL GUIDE PART 6: SUCCEEDING IN THE EXPERIENCE ECONOMY You Are What You Charge For WHETHER IT IS FROM TECHNOLOGY CHANGES, COMPETITIVE PRESSURE OR CHANGES OF CUSTOMER EXPECTATIONS, EVERY BUSINESS IS IN CONSTANT DANGER OF BECOMING A COMMODITY. REALISING THAT...

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Creating Fans, Not Customers

CIO SURVIVAL GUIDE PART 5: CREATING MEANINGFUL CUSTOMER EXPERIENCES Creating Fans, Not Customers MANAGING THE CUSTOMER EXPERIENCE IS QUICKLY BECOMING A FUNDAMENTAL SURVIVAL SKILL FOR COMPANIES IN EVERY INDUSTRY. THE ENTIRE BOARD MUST BE ACTIVELY INVOLVED AS THIS SPANS...

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People Are Not Machines

CIO SURVIVAL GUIDE PART 4: CONTRIBUTING TO A POSITIVE EMPLOYEE EXPERIENCE People Are Not Machines THE EMPLOYEE EXPERIENCE IS WHERE THE CUSTOMER EXPERIENCE BEGINS. CARING FOR YOUR CUSTOMERS IS SOMETHING YOUR EMPLOYEES MUST GENUINELY WANT TO DO. AS THE CIO, YOU CAN...

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B Ready For Relationships

CIO SURVIVAL GUIDE PART 3: MAINTAINING EXCELLENT CUSTOMER RELATIONSHIPS B Ready For Relationships BEING IN A RELATIONSHIP IS HARD WORK. THE INCREASING DEMANDS ON EVERYONE’S TIME MAKES IT DIFFICULT FOR PEOPLE TO INVEST IN RELATIONSHIPS. STRONG EMOTIONAL CONNECTIONS...

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Hire the Smile, then Train the Skill

  CIO SURVIVAL GUIDE PART 2: DELIVERING EXCELLENT CUSTOMER SERVICE Hire the Smile, then Train the Skill TODAY’S CUSTOMERS DEMAND EVERYTHING. THEY DEMAND SERVICE INFORMATION ON AN ALMOST REAL-TIME BASIS, DELIVERED TO THE DEVICE OF THEIR CHOICE, AND AT A TIME WHICH IS...

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Happy Customers Have More Fun

CIO SURVIVAL GUIDE PART 1: DESIGNING GREAT USER EXPERIENCES Happy Customers Have More Fun THERE WAS A TIME WHEN THE USERS OF YOUR SYSTEMS WERE YOUR EMPLOYEES. NOW, YOUR USERS ARE PRIMARILY YOUR BUSINESS’S CUSTOMERS. TO THEM YOUR COMPANY MAY ONLY BE YOUR WEBSITE OR AN...

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Driven to Succeed

This article was originally published in the IBM Systems magazine. Driven to Succeed February 2005 | by Jim Utsler In today’s world of fiscal belt tightening, many organizations focus almost primarily on cost cutting as a way to meet managerial and board requests for...

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