Your Companion on the Omni-Channel Journey

Consumer behaviour keeps changing and businesses must keep up. Online shopping, the revolution of the last two decades is now a thing of the past. A more realistic, holistic mixed-mode form of retail has matured over the years, and now deserves decent research into best practices and success factors  [CLICK TO TWEET]. This is exactly […]

Great Employee Experiences = Great Customer Experiences

The sales cycle hasn’t changed since the days of the cavemen. It’s always been about the transaction between buyer and seller, whether that’s a spear in return for meat, or dollars for a car. What has changed are the expectations of the consumer, and consequently the expectations of the employee. What Needs to Change? Not […]

Perfecting Customer Experiences with Frictionless Personalization

In my first blog post discussing using personalisation to deliver a seamless customer experience, we delved into context marketing strategy. This follow-up post considers how the people prerogative and frictionless personalisation impact user experience. The People Prerogative While all big brands will have people on hand who are familiar with customer experience management, there is […]

Fortune Favours the ‘Bold’ With Digital Transformation

Digital transformation is no longer a distant dream – it is under way, with more organisations than you might think already reaping the benefits of replacing ageing legacy infrastructure with the latest cloud-based and digital technology. I’ve had the opportunity to speak with many of our Avanade clients over the past six months. Each organisation […]

IoT Will Give Williams Martini Racing Insight for Faster Pit Crew Times

When you’re using technology terms like ‘Digital Workplace’ and ‘Internet of Things’ around the clock in your day job, it’s easy to forget they can be quite abstract and hard to really grasp their added value. So, every now and then, I like to remind myself that there’s nothing like sharing a real-life client example […]

Amazing Customer Experience Really Can Contribute to the Greater Good

We talk a lot about enriching customer experiences and creating consistency across channels to unify interactions with our clients’ brands.  But at the end of the day it’s when we enrich customer LIVES that the magic happens! For example, Avanade recently worked with the Australia Department of Industry, Innovation and Science that supports small and […]

Personalising Your Customer Experience to Remove Friction and Drive Advocacy

Modern businesses are operating in a commercial environment heavily based on choice and the easy comparison of goods and services. At the same time, brand loyalty is not what it was, and it can only take one negative experience of a business for a customer to go elsewhere. Mandating an Omni-channel Customer Experience Because of […]

4 Benefits from Investing in a Digital Workplace

A few facts on our changing world: digital natives will have 20 different jobs in five different careers in their lifetime. Technology has made us five times more productive since 1972. 50% of the workforce will be Millennials by 2020 and could be working with their grandfathers. By 2025, 45% of workers will be contractors. […]

Digital Sales and Service: Time to Re-Think CRM

Every time I hear the phrase “customer relationship management” (CRM) I cringe. Do you want to be managed by companies you do business with? Does anyone? Of course not. No one wants to “be managed.” People, instead, want to be treated just like that: People. They want to be part of successful teams, and listened […]

Top Tips for Reducing the Cost of Sales & Service with Digital

Implementing strategic digital technologies is a part of digital business transformation and as such impacts the ways that sales and service teams work. So it’s not surprising that many executives are eager to reduce costs through digital. Here’s what our Avanade experts had to say  [CLICK TO TWEET]. Andrew Davidson, Director, Enterprise Architect Organisations that […]