New Report: "How Chief Customer Experience Officers Gain Active Executive Support"

Megan Burns

Megan Burns [Posted by Megan Burns]

 

I’m excited to announce the release of my latest report: “How Chief Customer Experience Officers Gain Active Executive Support.” Executive involvement is critical to the success of any customer experience transformation, but it’s hard to get. I interviewed several successful CC/EOs to find out how they got their peers on the leadership team on board.

Here are a few highlights from the report:

 

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Telepresence Jumpstarts Video Collaboration

Claire Schooley

Claire-Schooley By Claire Schooley

Telepresence is the life-size, true color, no latency video meeting technology that creates a “wow” reaction from participants, especially those who have experienced some traditional videoconferencing that gave poor picture quality, out-of synch audio/video, and added no sense of presence to a meeting.  Here are some factors that make telepresence different:

  • Video provides high quality 1080p pictures with hidden cameras placed to achieve eye contact no matter where people are seated around the conference table.
  • Audio is full duplex with microphones and speakers that allow sound to come from the direction of the speaker.
  • The environment is purpose-built with lighting arrays, speakers, and cameras all configured for the optimum experience.  Conference tables, chairs, and even the wall paint are the same at all sites to convey a uniform sense of presence.
  • Managed service and support assure that this expensive system is going to work. Many organizations buy a concierge-type service model so participants just need to push a button to start the videoconference.
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Telepresence Jumpstarts Video Collaboration

Claire Schooley

Claire-SchooleyBy Claire Schooley

Telepresence is the life-size, true color, no latency video meeting technology that creates a “wow” reaction from participants, especially those who have experienced some traditional videoconferencing that gave poor picture quality, out-of synch audio/video, and added no sense of presence to a meeting.  Here are some factors that make telepresence different:

• Video provides high quality 1080p pictures with hidden cameras placed to achieve eye contact no matter where people are seated around the conference table.
• Audio is full duplex with microphones and speakers that allow sound to come from the direction of the speaker.
• The environment is purpose-built with lighting arrays, speakers, and cameras all configured for the optimum experience.  Conference tables, chairs, and even the wall paint are the same at all sites to convey a uniform sense of presence. Managed service and support assure that this expensive system is going to work. Many organizations buy a concierge-type service model so participants just need to push a button to start the videoconference.

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Is there life beyond the iPhone and beyond mobile applications?

Thomas Husson

Let's be a bit provocative after this week's announcement from Apple letting us know that they had sold 7,4M iPhones during the last quarter (+7% yoy). Apple's stock valuation was even higher than that of Google (as of October 20, 2009): $179 bn vs $173 bn. I am not a financial analyst so I won't comment the results from a profitability perspective, but would just like to throw out a couple of ideas to discuss whether this trend will last in 2010. Let's add a pinch of salt without taking into account the fact that Apple could (and certainly will) surprise us with new products.

Beyond the terrific iPhone user-experience, the power of Apple's marketing and the AppStore's ecosystem, part of the success is due to Apple's new business model introduced in July 08. When launching the 3GS, they also announced lots of international (and non-exclusive) deals with operators worldwide and finally accepted to let operators subsidize the device. No doubt there is a huge consumer demand for the iPhone but operators will have to solve a complex equation. It is a little dirty industry secret that many carriers are analyzing the profitability of the iPhone model:

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The Data Digest: Affluent Consumers' Financial Contact Needs

Reineke Reitsma

Reineke Reitsma [Posted by Reineke Reitsma]

Affluent consumers have different expectations from their financial institution. Data from our Technographics online Affluent survey shows that while online affluent consumers prefer the Web over phone and in-person for getting balances and checking holdings, 58% prefer in-person meetings with their advisor for long-term financial goal planning.i

Affluent online consumers like to use the Web to update themselves on their investments, but they don't have a need for mobile tracking yet: A mere 6% of affluent consumers with a mobile phone are using mobile investing. The main reason: lack of urgency.

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Globalization among the top 50 US online retailers

Zia Daniell Wigder

Zia_Wigder
By Zia Daniell Wigder

The past week has seen two significant online retailers make
announcements about their global plans: last week Gap indicated its intention to
expand into Canada and the UK and yesterday Buy.com launched sites for Canada, the UK,
France and Germany
, with Italy
and Spain
to come.

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Is application consolidation keeping you up at night?

Phil Murphy

Murphy_p_small I've written a lot of research around the topic of application portfolio management (APM), and how the tools are slowly maturing from their application mining roots. Although the process of APM applies equally across packaged and custom-appls, the mining tools, until recently anyway, have excluded packaged applications.

Our application development team recently expanded with some new colleagues, and one of the topics a new colleague - George Lawrie - and I intend to take on as a joint effort is application consolidation across custom and packaged applications.

We'd like to know - how important is this topic to you - what are the nuances of it that keep you awake at night, or is it a non-issue? If it is a non-issue, why? Have you done such a good job of staving off redundant and obsolete technology, or is it someone else's responsibility? Please chime in, we'd love to hear about your application environments.

Take The Conversation Offline At Forrester’s Chicago Tweetup

Ronald Rogowski

Are you attending Forrester's Consumer Forum 2009? Do you live in the Chicago area? Do you ever wonder who you are talking to on Twitter?

On October 26, the night before Forrester’s Consumer Forum, Forrester will be hosting a Chicago Tweetup. Tweetups are low-key social events where Twitterers can network and meet the people they tweet with. Anyone can attend; it is an informal atmosphere that allows casual conversations.

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What recent acquisitions mean to SAP?

Holger Kisker

Dali-elephantsHow Many Legs Does An Elephant Need?

 

While Oracle’s acquisition of Sun Microsystems is still pending there has been a lot of speculation about which IT giant will take the next big acquisition step in response.

 

Is there a rule of cause & effect that fuels the spiral of acquisitions?

 

·         Know your enemy and know yourself

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Take The Conversation Offline At Forrester’s Chicago Tweetup

Carrie Johnson

Are you attending Forrester's Consumer Forum 2009? Do you
live in the

Chicago area? Do you ever wonder who you are talking to on Twitter?

On October 26, the night before Forrester’s
Consumer Forum
, Forrester will be hosting an Chicago Tweetup. Tweetups are low-key social
events where Twitterers can network and meet the people they tweet with. Anyone
can attend; it is an informal atmosphere that allows casual conversations.

Read more