In my previous post and related article, I explained how I believe customer journeys can be used to guide strategic investments. Customer journeys can help you find out where and how your organisation can improve the long term customer experience. Armed with that knowledge, you can then define the required change projects.
ng-europe 2014: interesting evolutions in the AngularJs world
AngularJS is one of the most popular, complete and advanced HTML frameworks of the moment. Recently, the first Angular conference in Europe – ng-europe – took place in Paris. My colleague Thomas Anciaux and I attended it and in this post I will highlight the most important takeaways.
Customer journeys as a strategy guide
A while ago, I published an article in the IRM UK newsletter on business process modelling. In the article, I explain the value of and relation between different kinds of process models. I also propose to use customer journeys to guide strategic choices and investments in process (and other) improvements. In this post, I briefly summarise the key messages of the article and elaborate on how to use customer journeys as a guide for your strategic investments.
Topics:
Outside-in
Digital
Customer Journey
Business Analysis
Customer Experience
Business Architecture
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Why people don’t buy your product online
Why doesn’t my product sell online Tom? I’ve done everything by the book! I created a nice shop; I’ve added a lot of fancy pictures and good descriptions. People can pay online via Paypal and credit card and shipping is done in a jiffy. Amount sold last month: zero, nada, nothing, not even a pennie. Please Tom, what am I doing wrong?
Customer Centricity – What about Technology?
In my 3rd blog on customer centricity, I look at the impact of your customer centric strategy on technology. Since your customer is becoming more and more digital, a customer centric strategy cannot be realized without considering technology. And as customer centric business models are build on dynamic ecosytems connecting different partners, you will not be able to operate without technology.
In fact, business and technology should be considered at the same time and in an integrated way. There is no such thing as business and technology anymore, there is only business. But technology is at the heart of your business model.
