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How healthy is your business? Or to place the question into a more strategic context: how will digital transformation impact the health of your business? Furthermore, how will digital transformation change the way you measure your business health? Traditional measures of business health depend upon a variety of financial key performance indicators (KPIs). Basic KPIs like revenue and profitability are important, but bean counters over the years have come up with several more accurate indicators. How well an organization’s strategic investments pay off is an important measure of its business health: the return on invested capital relative to the cost of that capital. These KPIs reflect the intrinsic value of an organization, centered on the value of discounted cash flow – how much money it can put in its pocket. These metrics, in turn, drive the capital market value ... (more)

Why Apps Should Be Built Like Planes | @DevOpsSummit #APM #DevOps #DigitalTransformation

Why Apps Should Be Built Like Planes By Dave Anderson I’ve been flying quite a bit lately and I started thinking about why apps should be built more like planes. This is not meant to be a deep and insightful blog but rather amusing so I hope you enjoy my perspective! Planes are built not to crash. Wish I could say the same for apps. I’m continually surprised by how often applications that I use crash, and how often I read about apps crashing in my reviews. I was at an event recently where the CMO was showcasing this fantastic app they had developed, which in the reviews was clear... (more)

The Impact on Ecommerce Customer Experience | @DevOpsSummit #APM #DevOps #DigitalTransformation

Personalization: The Impact on Ecommerce Customer Experience By Matt Keenan The generic customer journey is dead. One size no longer fits all – for both B2C and B2B customers. So how do you make a customer feel special when the internet has all but eliminated differentiating by product or price? According to Gartner, the delivered digital customer experience must be the key differentiator for your organization.1 So it’s no surprise that one of the top initiatives for retailers is to deliver unique and engaging experiences to each and every customer they serve, appealing to their u... (more)

Digital CX Summit – 2016 Conference Highlights

Welp, it’s been a few weeks since the Digital Customer Experience Strategies Summit in Chicago, IL. If you haven’t had the chance to attend, the show is about advancing the digital customer experience sector. Topics discussed to improve CX include; journey mapping, digital integration, analytics, omni-channel strategies, personalization, design and loyalty programs. I decided this year to wait a bit on my post-event wrap up as a test to see how many of the sessions, learnings, stories and relationships really stuck with me. Here is the rundown. Day 1 Chris Penn, VP of Marketing... (more)

Is management of digital experiences lost on CX pros?

I’ve been wrestling with a real conundrum lately. We know that CX is critical to being competitive. In industries like banking, insurance, and retail it’s arguably the single most important differentiator, as it becomes harder to leverage product exclusivity or pricing. There are so many surveys, studies, and subject matter experts asserting this as fact, repeating it seems like demonstrating a firm grasp on the obvious. Good CX is good business. Because it’s so important, CX professionals bring the most cutting edge science to bear, to be the best that they can be. It’s not a si... (more)