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Integrated Mobility Platforms

How to win the customer in tomorrow’s world of smart mobility

Global trends towards urbanization are confronting cities and governments with new sets of challenges related to public safety and security, the supply and consumption of energy, waste treatment, and traffic management. In 2013 alone, the cost of congestion in the US – defined as fuel plus...
Travel & transportation, Marketing & sales

Breakthrough levers to embark on digital marketing

How companies should transform themselves to attract and engage customers with real, omnichannel journeys

At the dawn of internet, content publishers started generating revenues by advertising products and services of the real world on their websites. Today the advertising industry is a blend of digital and physical media, and companies need to stay on top of its fast evolution. Following the original...
Marketing & sales

“E-lectric” customers

Understanding customers’ online engagement with their power and gas utilities: The case of Spain

”Utilities, brace for the online impact.”The shift to online channels has long since ceased to be a current topic among companies in retail and banking, for example. These companies have redefined the customer relationship model, not only in their industries, but in other sectors as well...
Marketing & sales

Developing a customer experience

Excellent customer experience need not be elusive

Excellent customer experience (CEX) remains elusive. Companies struggle with CEX due to lack of clear accountability at board level, or because they do not challenge their assumptions about what they think customers really want, or how they really feel about the service or product being offered....
Marketing & sales, Technology & innovation management

Fit for Customer Interaction

How do automotive manufacturers with multi-level sales structures align their interaction center organizations with increasingly demanding customer...

The customer is moving more and more toward the focus of interaction, leading to more frequent and intensive customer dialogues in different channels. For companies selling their products in multi-level sales structures, this will require enormous alignment and coordination efforts in the future....
Automotive, Marketing & sales

U-Channel Retail

“Ubiquitous, Universal and Unique”

Tomorrow’s customer wants to complete purchases when they want and where they want – and rapidly evolving mobile and online sales platforms enable this. In response, retailers are adapting their business models and we are seeing the appearance of U-channel retailing. U-channel retailing is a new...
Marketing & sales