November 2017CIOAPPLICATIONS.COM6NOV - 23 - 2017CX SPECIALCopyright © 2017 ValleyMedia, Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.Volume 02 - 31Published by ValleyMedia, Inc. To subscribe to CIO ApplicationsVisit www.cioapplications.com Graphics & ArtDeclan ColeJohn ConnorSudhin ThomasSalesDaniel Silvadaniel@cioapplications.com510.330.5242Mailing Address:ValleyMedia, Inc.44790 S. Grimmer Blvd Suite 202, Fremont, CA 94538T:510.757.1040 EditorialBuilding a Customer Centric BusinessJoe PhillipManaging Editoreditor@cioapplications.comJoe PhillipCustomer centricity is the pathway to success in today's digital and omni-channel world. The value proposition that an excellent customer service brings will in fact, make the price less relevant. It doesn't matter whether you have a great product or a great service, failing to satisfy customers will have a direct impact on the bottom line of your business. And with customers connecting to businesses in more ways than ever, the paradigm of customer satisfaction is getting far more complex.Until recently, customer satisfaction was directly proportional to the quality of product or service delivered. However, today, it is more about how consumer actually feels about the product, how comfortable they are with the product/service and how the customers "experience" the value. As a result, business are leveraging best practices and innovative Customer Experience (CX) solutions to figure out and track how well they deliver customer experience that meets or exceeds their brand promise. Robust CX solutions today incorporate cutting-edge technologies like cloud, mobile, big data, and predictive analytics. These technologies enable enterprises to design personalized customer experiences and communicate to customers on a one-to-one basis in real time. By dynamically using the data collected across all touch points and channels, and through an understanding of the patterns of customer engagement, the solutions can orchestrate meaningful interactions and obtain customer preferences, likes, amount of time they spend on a product and more. With this, business can customize customer's buying experience. The more a business understands the uniqueness of a buyer, the more they are able to anticipate their needs and wants.On that note, we bring to you the insights on the key strategies and channels that are rampantly implemented by companies to overcome the competition and gainfully leverage customer interaction. In this edition of CIO Applications, we are featuring several such companies that can revamp your customer experience programs and can amplify your customer experience strategies in line with the business goals.Managing EditorJoe PhillipAssistant Managing EditorShivali SharmaSenior WritersClara MathewRoyce D'SouzaLeah JaneEditorial StaffAshik JainAaron PierceBen JacksonDaniel HolmesEzra BenjaminJames Smith*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staff
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