Customer Journey Mapping

Customer Journey MappingDigital Strategy

Data Management and Utilization: A CDO’s Imperative

Carsten Krause 0 Comments 25 min read

In the digital age of 2024, data has become the lifeblood of organizations, driving digital transformation and innovation. Chief Digital Officers (CDOs) face challenges in maximizing data potential, including overcoming data silos, ensuring data accuracy, managing data volume, adhering to governance, and leveraging data for insights. Embracing integrated data platforms, setting data quality standards, embracing AI, collaborating with legal teams, and using advanced analytics are pivotal strategies for navigating the data-driven landscape.

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Customer ExperienceCustomer Journey MappingDigitalDigital StrategyDigital TransformationESG

Embracing Customer-Centric Transformation – The Story of LEGO

Carsten Krause 0 Comments 18 min read

LEGO’s business model, focusing on continuous innovation, customer feedback, and social responsibility, has allowed the company to thrive even in challenging times. Unlike traditional models, LEGO concentrates on its purpose, relevance to customers, and overall societal impact. Its transformations, due to profound customer understanding, and adaptability to market demands, have shifted LEGO from mere toy production to serving as an inspiration for creativity and learning. This holistic strategy, emphasizing long-term value creation and societal contributions, turned LEGO around from near-bankruptcy to a resilient, global leader.

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Customer Journey MappingDigital Strategy

Creating Exceptional Customer Experiences: A Guide for Chief Digital Officers and Technology Leaders

Carsten Krause 0 Comments ,  ,  13 min read

In an age where digital transformation is more than just a buzzword, customer experience (CX) and user experience (UX) stands as a linchpin for organizational success. As a competitive differentiator, CX goes beyond mere transactions; it’s about building enduring relationships with not just external customers, but internal stakeholders as well. Sometimes this is also referred to as total experience (TX). For Chief Digital Officers (CDOs) and technology leaders, the mandate is clear: ignore customer centricity at your peril. As orchestrators of digital strategy, these leaders are perfectly positioned to enable a culture that prioritizes customer needs at every touchpoint, internal or external.

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AI StrategyChange ManagementCultureCustomer ExperienceCustomer Journey MappingDigitalDigital ArchitectureDigital DNADigital StrategyDigital TransformationEditor's PickOrganizational Strategy

Navigating the Continuous Voyage of Digital Transformation: A Blueprint for Success

Carsten Krause 0 Comments 28 min read

A New Paradigm for Digital Transformation – The Journey is the Destination

In the era of digitization, transformation is not a project; it’s a perpetual journey. The landscape of business is evolving faster than ever, driven by technology, consumer expectations, and global market dynamics. Digital transformation can no longer be seen as a one-off project but must be integrated into the very DNA of an organization. This shift requires a deep-seated change in mindset—from viewing transformation as a finite project to embracing it as an ongoing process of evolution.

The Nine Pillars of Digital Transformation lay down a comprehensive blueprint for this journey. From data strategy to AI, every pillar is crucial and interconnected. Adopting established frameworks like TOGAF or Agile methodologies can help align your technology roadmap with your corporate vision, ensuring that your transformation journey is not just technologically sound but also strategically aligned.

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Artificial IntelligenceChatbotCultureCustomer ExperienceCustomer Journey MappingDigitalDigital DNADigital Experience PlatformTechnology

Revolutionizing Customer Sales Support: How Global Cloud Call Centers Harness AI and Generative Language Chatbots for Enhanced Customer Experience

Carsten Krause 1 Comment ,  ,  ,  14 min read

How AI and Chatbots Can Boost Customer Satisfaction in Call Centers
Customer satisfaction is the key to success in any business. But how can you ensure that your customers are happy and loyal to your brand? One way is to leverage the power of AI and chatbots in your call center.

AI and chatbots can provide fast, personalized, and efficient customer service across various channels and scenarios. They can help you reduce costs, increase conversions, and improve customer loyalty.

In this article, you will learn how AI and chatbots can enhance customer experience and increase customer satisfaction scores, highlighting real-life examples of companies leveraging these technologies to great effect.

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Customer ExperienceCustomer Journey MappingDigitalDigital StrategyDigital Transformation

Case Study: Starbucks’ Success Elevating Customer Experience with Customer Journey Mapping

Carsten Krause 2 Comments ,  9 min read

Customers Journey Mapping to Deliver Great Customers Experiences Starbucks, the world-renowned coffee company, is known for its exceptional customer experience and innovative offerings. To stay ahead in the competitive coffee industry and maintain its reputation, Starbucks has consistently prioritized understanding its customers and their needs. One key strategy that Starbucks – See more –

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Customer Experience improving Customer Experience with Customer Journey Mapping
Customer Journey MappingDigitalDigital Strategy

How to Improve Customer Experience

Carsten Krause 0 Comments ,  6 min read

The Power of Customer Journey Mapping to Improve Customer Experience: Weather digital of physical – customer journey mapping is a powerful technique that helps organizations visualize and understand their customers’ experiences as they interact with the brand across various touchpoints. The primary goal of this approach is to identify areas for improvement, uncover pain points, and create an enhanced customer experience.

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Customer ExperienceCustomer Journey MappingDigitalDigital StrategyDigital Transformation

Embracing Digital Innovation: Lessons in Product Development and Transformation

Carsten Krause 1 Comment ,  ,  6 min read

🚀🌐Embracing Digital Innovation: Lessons in Product Development and Transformation🌐🚀Are you ready to transform your organization and accelerate innovation? Dive into our latest article to uncover real-world lessons, the shift from project to product-based approaches, and the strategies that have helped companies meet customer needs more effectively.🔑 Key takeaways: Foster a culture of experimentation. – – Align innovation with business objectives.
– Collaborate across departments.
– Utilize Lean Startup,
– Design Thinking,
– Customer Journey Mapping and –
– Beta Testing to gather early customer feedback.

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Artificial IntelligenceCustomer ExperienceCustomer Journey Mappingdata strategyDigitalDigital StrategyDigital TransformationRetail

Digital Business Models and Strategies: Enabling Companies to Tailor Solutions, Reach New Audiences and Provide Hyper-Personalization

Carsten Krause 1 Comment 13 min read

Business models have historically changed for organizations, with technological advancements enabling companies to better tailor their solutions to customers and prospects. The internet has revolutionized the way we do business, and digital business models and strategies have emerged as critical components in the success of modern businesses. Digital business models – See more –

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Artificial IntelligenceCultureCustomer Journey MappingDigitalDigital ArchitectureDigital StrategyDigital TrendsEditor's PickESGFeaturedTechnology

Unlocking the Power of Artificial Intelligence: Current and Future Use Cases for a Better World

Carsten Krause 1 Comment ,  ,  18 min read

Artificial Intelligence (AI) is revolutionizing industries and changing the world as we know it. From improving healthcare and transportation to mitigating climate change and transforming education, AI has the potential to bring significant benefits to humanity. In this post, I’ll share some examples and statistics of the best current and future use cases of leveraging AI for operations and for the better good of humanity. Keep reading to discover how AI is shaping the world we live in and what opportunities lie ahead!

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