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Customer Service Innovation Day: towards Customer Service 4.0

Although we are now in the “Amazon era”, in many sectors companies still have a traditional approach to customer relations, based on a reactive customer services and traditional communication channels (e.g. fax, telephone, …), that is clearly not effective nor efficient. To deal with digital customers, companies must turn into a “Customer Company”, able to put the customer at the center of their world and adapt their internal organization and [...]

Multi-Channel & Marketing Mix

Consumer Goods and Services Markets are facing a deep transformation. The rise of new technologies, such as IoT, Big Data, Mobile, Apps, Wearable tools, has introduced new communication channels and has made the “Customer Journey” much more complex through the increase of the touchpoints influencing customers’ behavior. These disruptive elements make more difficult to analyze customer journey and to define the appropriate go-to-market model and optimized marketing mix, with all [...]

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