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Shopping Smarter with Mobile Devices Changes the Face of Holiday Shopping 29 Nov 2012 | 05:00 am
How does consumers’ use of mobile devices change the way they shop? The detailed shopping statistics from the five-day kick-off of the 2012 holiday shopping season gives us some clues. “Couch Commerce...
Next IT ActiveAgent 29 Nov 2012 | 05:00 am
Next IT ActiveAgent’s virtual agents can deliver sophisticated answers to complex questions on web, mobile, and social channels. We recommend that large B2C organizations consider ActiveAgent to add c...
Assigning Emotions to Moments of Truth 15 Nov 2012 | 05:00 am
Customers are people first and foremost. And their emotions come into play as they traverse their scenarios to their desired goals. Capturing how customers might feel depending on how well you help th...
Profile of Lead Users in Systems Architecture 8 Nov 2012 | 05:00 am
If you are looking to gain insights from customers or potential customers about new products or services, you’ll want to work with “lead users.” These are the people who roll their own solutions and p...
The Emotional Rollercoaster within Customer Scenarios 1 Nov 2012 | 04:00 am
It’s important to not only understand what your customers want to achieve in their scenarios, but also the emotions they feel and what might trigger those emotions. Too often, companies design for the...
Creating Customer Advisory Boards that Your Customers Will Love! 25 Oct 2012 | 04:00 am
The most successful CABs follow a customer-empowered model in which customers’ issues and priorities are the focal point for the meeting. Rather than turning your CABs into luxurious sales events for ...
How B2C Customers Are Similar to B2B Customers 4 Oct 2012 | 04:00 am
Regardless of what hat your customers are wearing when they do business with you—parent, employee, soccer coach—they all want a great customer experience. Although there is a common practice to treat ...
Innovative Approaches to Big Issues 27 Sep 2012 | 04:00 am
BIF-8 was the eighth annual conference held in Providence, RI, by the Business Innovation Factory. The format is story-telling punctuated with long networking breaks where random encounters are encour...
Getting at Customers' Moments of Truth 20 Sep 2012 | 04:00 am
Most design and development teams do a lousy job of gathering customer requirements because when you ask customers what they want, they usually can only describe the way they do things today with some...
Creative Virtual V-Person 20 Sep 2012 | 04:00 am
Creative Virtual V-Person can help deliver very good virtual assisted-service on web, mobile, and social channels through strong knowledge management and reporting. Large B2C and B2B organizations and...
