Digital transformation brought experience back under the highlights. Back, because digital regained control over an old concept. To mention but one example, the first edition of The Experience Economy, by Joe Pine dates from 1999 and the fact an updated edition was issued in 2011 means something : what used to be a subject for those who get it has now become mandatory under the digital pressure.
The problem with experience until now was that it was a resource consuming resource to put at work at scale. It required time...
Digital transformation brought experience back under the highlights. Back, because digital regained control over an old concept. To mention but one example, the first...
Digital transformation is nothing more than a specific culture and philosophy applied to the design of new experiences
The world is changing so fast that...
Digital transformation programs are flourishing inside organizations whatever the name they're given. No matter if things start wich collaboration, customer relationship, learning organization etc.,...
The individualization of customer relation is the new concern of marketing departments. After mass marketing, after segments, we've reached the ultimate level of granularity....
In short : better customer relationship is only window-dressing until businesses move from a strict CRM approach to a customer experience one. Futile because...