Cimphoni Blog on Technology Trends

Tag: business transformation

Mostly, customers are content to be compliant. But, when it goes bad, it can be disastrous for your brand.

Why Bad Customer Experiences Escalate So Quickly

The Frequency Illusion Perhaps you’ve never heard of the Baader-Meinhof phenomenon, but odds are you have experienced it.  Also known as the “frequency illusion,” it happens when we repeatedly notice something after first learning about it.  Maybe it’s a new word, and suddenly, you notice it in conversations, hear it on the morning news, and…

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How much will a failed customer experience cost you?

Is Your Company Accidentally Tone-deaf to Your Customers?

A recent incident in which a customer was dragged off an aircraft operated by one of the largest airlines in the world reminds us of why we must be so diligent about truly understanding the customer experience we create. It is also a stark reminder that any negative experience with your brand can instantly go…

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Customer Engagement

Defining What’s Really Happening with your Customer Experience

Are you getting negative reviews or ratings online or in surveys about some aspect of the customer experience? You’re not alone. In today’s technology-driven marketplace, customers are benchmarking your company’s performance against innovators like Amazon and Apple, and most companies are falling short of that standard on at least a few customer touchpoints. That’s why Cimphoni…

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Cimphoni Original White Paper: 5 Key Steps to Align Customer Experience with Evolving Customer Expectations

5 Key Steps to Align Customer Experience with Customer Expectations

Today, we launch our latest original white paper, 5 Key Steps to Align Customer Experience with Evolving Customer Expectations. In this white paper, we define the multi-channel buyer’s journey in 2016, which is more complex than ever before, and provide the Cimphoni methodology to analyze and diagnose what’s working and what’s not in your customer experience. If your company…

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Model for Successful ECM System Implementation

Successful ECM System Implementation is not Magic

Enterprise Content Management (ECM) systems, when combined with business intelligence tools, are foundational technologies to support enterprise agility. These platforms will provide employees with both historical insights into business best practices as well as contemporary insights into customers, employees, partners and other business stakeholders. The growing global ECM market is estimated to be worth close…

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Framework to Identify IoT Opportunities

Why & How Service Companies Should Get Started on their IoT Journey

Many service companies have incorrectly assumed that the Internet of Things (IoT) does not apply to them because they don’t make “things” and therefore cannot benefit. The truth is that there is immense potential for service companies to leverage IoT to accomplish goals that fall into five main categories:  increased revenue, lower operational costs, differentiated…

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Customers Today Have Very High Expectations

Customer Revolution Driving Move From Digital to Cognitive Enterprise

  The “impatient narcissist” is probably an apt description for today’s consumer. They want what they want and they want it now. They have extremely high expectations regarding every aspect of their “journey” with an enterprise’s products or services. From gathering information to purchasing a product or service, using it or recommending it to their…

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CIOs and CMOs Should Co-Lead Customer Experience (CX) Initiatives

10 Tips to Guide a Customer Experience Improvement Initiative

CIOs are in a unique position to co-lead a customer experience (CX) improvement initiative. First, they generally have a good understanding of key business processes that engage and support customers across the entire CX lifecycle – from sales, to product and service provisioning to support. They also have a fairly good understanding of the business…

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Address Customer Experience Complaints Right Away

You Might Have a Customer Experience Problem If…

Customer experiences have not kept pace with customer expectations, which have changed dramatically over the past decade. This change has been driven by technology, primarily mobile devices, which can instantly satisfy a customer’s need for information, to communicate with others or to complete an online purchase. Let’s face it, none of us like to wait…

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It's All About Me: A Guide to Customer Experience Design

Today’s Customer Experience Expectation: It’s All About Me

People often criticize Millennials for their materialistic ways, and their constant connections to technology, but is that really a fair assessment? Haven’t we all become really accustomed to getting virtually any product or service we want, on demand, 24/7, from whatever device is closest to us? Let’s face it, it’s all about me when I’m…

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Cimphoni is all about seeing the opportunities for game-changing innovations that will propel your business miles beyond your competition. Isn’t it time to digitally transform your business to fully leverage people, process and technology and leave your competition in the dust?