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Don’t “just put it online”!

More and more corporate leaders are moving their business processes and customer touchpoints to digital. On the whole, that’s great: digital experiences are what customers expect, and after an initial investment, they tend to be more efficient and less costly than traditional processes. However, leaders need to consider the customer journey when moving things online. When moving processes, purchase events, or other customer touchpoints into a digital experience, there is a lot of opportunity to make improvements. That opportunity only exists with some diligent thinking. It’s story time I once worked with a company that had physical sales offices. Any […]

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Featured in NJ Tech Weekly: Untangling Features to Improve Customer Experience & Company Growth

Tech companies exist in a competitive, rapidly changing space. Any company with a software offering has to provide the features their customers want, the features their customers don’t yet know they need and the features that will help them “keep up with the Joneses” and thus stay in the game. Over time, without careful planning, those features can pile up and get tangled to the point where they’re causing problems. Instead of making customers happy, they get in the way of usability, customer experience and company growth. To develop software that enables growth, rather than hinders it, companies must address […]

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