The Global State of Customer Experience 2016

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This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months and the digital transformation of organisations. Their annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016.

CX Network collected the data from the over 700 responses for this report, to provide insights into the trends, challenges, investment priorities that will be shaping customer experience and the digital transformation of organisations. They compared the responses from their practitioner community with that of solution providers and analysts, to see where they align and where there is a marked difference.

Key findings:

  • Customer loyalty and retention, CRM, and the online customer experience are the top investment priorities for the next 12-18 months
  • Demonstrating ROI, finding budget, and gaining board level buy-in are the top 3 challenges bringing these investments to fruition.

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Top Online Learning Management System Tools in 2016

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The e-learning industry has tremendously evolved and is continuing to evolve year after year. It has become an industry grossing tens of billions of dollars. There are numerous online platforms which have utilized different learning management system tools to make education available to their remote students. The popularity of learning management systems is expected to continually grow, as various companies have realized the potential of these tools, which can be used to teach future employees about the business in a quick manner.

But, like in every industry that grosses billions of dollars, the competition is high. Let’s take a look at some of the most popular learning management system tools and what they offer to their users; so that you can find out which learning management system is right for you.

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Innovation Tautogram — A Simple and Powerful Innovation Tool

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The human vocabulary with millions of words is adequate to explain all of our expectations and experiences, even those which are imagined. Why not harness the power of language to discover new products and services? Author Shanta R Yapa shares the Innovation Tautogram technique, which can be used as an individual or a group exercise.

Humans around the world use millions of words in thousands of languages to explain and communicate their attitudes, emotions, anxiety, aspirations, etc. Experiences, irrespective of whether they are actual or desired, are already in the vocabulary of different languages but not available to us as actual products, features and processes. We have words to describe any unidentified flying object if seen suddenly, a creature not seen hitherto on the earth, an out of the world feeling a product can offer, a need felt, etc. Use this powerful brainstorming technique to mine your vocabulary database in a random way to bridge the gap between what is real and what is imagined.

Tendency to think rationally

Most of us spend many years learning things pertaining to our own disciplines. Therefore, our minds are trained and framed to think logically or rationally within those domains. Coming out of the box makes us feel uncomfortable. We are afraid, or simply not bothered to challenge the concepts, principles or theories we learn at the beginning of our professions.

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Everyone Talks About Innovation … But What is it Really?

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From manufacturing to accounting: in every sector, organizations sooner or later declare themselves ‘innovative players’. Sad but true: as a mantra for businesses far and wide, ‘innovation’ too often becomes a catchphrase devoid of meaning. So let’s break it down and get back to the nitty-gritty: what is innovation exactly, and why should you care about the word’s core meaning?

What comes to mind when you think of innovation? Ask this question to a handful of people and you’re bound to end up with answers that contain either the words ‘drone’, ‘self-driving car’ or ‘Airbnb’. Or you might just hear a random Steve Jobs quote. Although innovation surely is about these big and bold ideas as well, there is more to the word than meets the eye.

A working definition of innovation

The Latin word innovare – which means ‘to make changes’ or ‘to do something differently’ offers a partial answer to the question what innovation is. After all, doing new things is still at the heart of the matter. However, it does not cover the why. Organizations don’t make changes just because they’re fun or interesting. The key driver for all innovation is value creation and, ultimately, the long-term survival of your business.

A working definition of business innovation might look something like this:

Business innovation means making changes that add value, in terms of either revenue growth or increased operational efficiency. This value can be created by introducing new products, operational processes or business models. The ultimate goal is to safeguard the competitiveness and long-term survival of the organization.

 

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13 Practices of the World’s Most Innovative Organizations

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Successful organizations know the significance of innovation in business. Apple is a good example of how effective innovation management can improve your products and scale up your business. After reaching on the brink of collapse, it achieved new heights of success by implementing effective innovation management policy. The success of its innovative management strategies once again brought it in the league of leading organizations. If you are an entrepreneur who wants to learn from innovative management strategies of successful organizations, consider the following thirteen strategies.

In non-technical language, innovative management is any process that involves changes in planning, ideation, technical execution and production of resources in a way that can make a system more functional for people. In context of business, it focuses on two major objectives:

  • Improving operational systems of an organization
  • Enhancing products/services for end-users

In the former case, it takes into consideration the leadership, management and resources that make up the working machinery of an organization. In the latter case, it works on the systems and processes involved in creative and technical aspects of developing a product/service. An effective innovation strategy results in better performance of employees, increased productivity and higher customer satisfaction.

Read the full article about 13 Practices of the World’s Most Innovative Organizations at Innovation Management.

 

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