Con sul tareConsultare means "Experts to consult" on Customer Digital Strategy, Operational efficiency, and Digital Workplace Transformation.Explore More
CRM DIGITALCRM Mastermind Design, Digital strategy, Implementation, and Professional Services
CUSTOMER EXPERIENCEWorld's first "CX and Digital" Fusion of technologies and transformation services
EMPLOYEE EXPERIENCEHR Technologies, Digital WorkPlace Programs, Talent Management, and EX Strategy
EVERYTHING EXPERIENCEThe Hyper Automation, DevOps, and Low-Code No-Code Technologies
KEY PARTNERSExperience Partnerships (PX) with leading brands offering software/platforms
About CRM DigitalDigital CRM Applications — Sales, Service, Marketing, and Commerce
CLOUD & IT INFRASTRUCTUREVirtuos invests in TEKCORP — Cloud Mastermind & IT Infrastructure Specialist.
VIRTUOS NEXORAMANexorama is our new model for innovating and diversifying into new areas.
ABOUT GIFTCART.COMWith huge strengths in technology, experience design, strong commitment and insight to make Giftcart.com a leading name in e-gifting globally, the team has put together some of the industry's first and unique propositions such as Personality based gifting, Gift Wizard, Gift Registry, Wish list, Event Butler, Advanced Search and more. Visit www.giftcart.com
ABOUT INDIC.COMIndic is a company that has digital experience platforms to serve a broad range of audiences with consistent, secure and personalized access to products, services, and experiences across many digital touchpoints.
Indic has a portfolio of brands in stealth mode. For more information visit www.indic.com
ABOUT SWEVEN DIGITALSweven is a brand new company with 1000+ Man years of CRM and Customer Experience Proficiency. Sweven branched out to craft a new story of Sweveners — The dreamers and doers operating in the US$1 Trillion Salesforce Economy. Sweven is headquartered in San Francisco with operations and delivery centers in India and fast expanding into other regions. For more information visit www.sweven.com
ABOUT TEKCORPTekcorp offers complete Cloud Transformation Journeys for the customers along with IT Infrastructure Services such as Networking, Storage, Security, and Trust Management across Industry verticals. Tekcorp also operates Technology Division in alliance with leading partners. For more information visit www.tekcorp.com
Com pa nyCompany with a team that has the explicit mission to change the world — big change, big objectives, a brand-new system never done before.Explore More
ABOUT VIRTUOSThe birth of an idea that stretches the Virtuosos and the customer
OUR BUSINESSThe anatomy of modern business at Virtuos — Consulting to Digital Business
CUSTOMER SUCCESSCustomer success stories, case studies, insights, and resources
CAREERSExplore an enriching and rewarding career in sales, marketing, engineering, etc.
NEWS AND EVENTSSign up for the latest news, press releases, Xonomy events, and webinars
What is customer experience, and why is it so important? From a business perspective, CX is tangible, practical, and measurable. Customer experience is Customers' perceptions of their interactions with a brand. Forbes Magazine quotes "Customer Experience is your New Brand".There are three dimensions to these perceptions — the measurable components of an experience that drives Customer Loyalty.
Emotion
Forrester's CX Index proves that emotion is the strongest driver of customer retention, enrichment, and advocacy. For example, when a company makes customers feel appreciated, 76% indicate they'll keep their business with the brand, 80% say they will spend more with the brand, and 87% will recommend the brand to friends and family members.
EASE
Easy interactions let customers achieve their goals with minimal effort. When alternative paths to value are harder, ease of doing business creates competitive advantage. For example, digital music players didn't catch on at first because it was hard to get music onto them. See the example of Apple with iTunes model reaching US$2 Trillion market cap.
EFFECTIVENESS
The product or service must deliver value to customers or the experience will fail fundamentally. The car must start and run, the electronic bill payment must go through to the recipient, and the shipped package must arrive at its intended location on time and undamaged. Effectiveness is critical even though it's less likely to drive customer loyalty than emotion.
CX QUALITY DEPENDS ON ECOSYSTEM
Every Organization is part of the universal CX Ecosystems.Organizations naturally want to take charge of the experiences they deliver. Unfortunately, that's very hard to do because companies, non-profits, and even governments can't fully control their CX. Organizations must understand and shape — as best they can — all three layers of the CX ecosystems.
The CX Leader’s View
Within the next two years, which of the following aspects of your organization’s customer experience will you focus on changing the most?
Real-Time Capability Is Critical for Future CX Technologies
By 2023, autonomous marketing systems will issue 55% of multichannel marketing messages based on marketer criteria and real-time consumer behavior, resulting in a 25% increase in response rates.
By 2022, more than 10% of customer engagement hub architectures will include real-time event streaming or streaming analytics.
By 2025, the top 10 global retailers by revenue will leverage contextualized real-time pricing, through mobile, to manage and adjust in-store prices for customers.
Inspect your app strategy to deliver omni-channel, multi-model experience
Embrace continuous intelligence
Who drives CX strategy today?
What would CIOs need to do if they want to take a bigger role in supporting CX?
What would CIOs need to do if they want to go further and take a more leading role?
Digital business transformation is the process of exploiting the latest digital technologies and practices to create a robust new digital business model.
Customer Centricity — Corner Stone of Digital Transformation
Focal Questions
UTILITIES
How will technology innovation change the way energy is sourced, delivered and consumed?
Insurance
How to adapt to radical industry changes?
Retail
Will there be a retail industry beyond 2025?
Oil and Gas
How to anticipate and prepare for an unpredictable future?
Manufacturing
How will manufacturers innovate to drive value?
Government
What role will the government play in society and the economy?
Banking
What value can BIS firms create in the future — and how can they create it?
CSP
Will technology and consumer trends force CSPs to collaborate more in the future?
The Choice Is Yours
CX objectives start to impact technology investment decisions
CIOs and IT leaders must support existing initiatives, and propose new initiatives, based on their advanced understanding of digital.
