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When you receive the mission to design your digital transformation & new customer experience, whatever it is a new challenge or your daily routine, you most probably already have tons of ideas and ambitions, fed by market trends, new technologies, management requirements, success stories, group strategy, … but is this enough to start to build your new vision?
A simple experience generates many benefits for your customers, but how can you deliver this promise? If your company is already complex for your own employees, the outcomes of your internal process will definitely not be simple for your customers. The first step is to implement simplicity inside your organisation, and here are 5 tips on how to start simplifying your company !
Too often in organisations, we have seen benchmarks that missed the point and didn’t reflect the reality of the market. The focus was either on details or on a very limited aspect of the brand experience and that was not delivering enough beef to solve the problems we were confronted to.
Customer centricity counts as one of the key challenges in today’s competitive world, but how can we make that concept more tangible? Simplicity can provide a reliable compass to help companies to develop customer-oriented experiences. This article will introduce you to the definition of simplicity and how it can contribute to close the gap between your company and its customers.
You were just promoted with customer journey? Or somehow, the topic has become your new challenge? Congratulations! And welcome in this fascinating adventure where you will find the best opportunities to get a stronger knowledge of your organization and of the many ways customers aspire to interact with it.
After 2 years working at Belly & Brain, we all thought it might be the moment to start sharing some of our observations, learnings and experiences with our followers, friends, past colleagues and customers.
Do you love analysing customer journeys of Europe's largest brands? Sense how these are lived, felt, experienced from a customer's perspective? Analyse how these meet the brands' business objectives, not only in terms of satisfaction but also acquisition & value creation? Challenge them with how other players in the same industry or elsewhere do?
A few days ago, an article was published in the Belgian magazine "L'Echo" asking if Belgium had missed its Digital transformation. While I'm always happy to read about Digital transformation in Belgium and see that the debate is becoming front and center, I felt I needed to react on this one.
Among the missions we get to work on, a lot start from customer journey redesign - an ambition to rethink the overall customer experience and revisit solutions and services proposed along the story, altogether building relevance and competitiveness. But have you thought about your change readiness?
After having been at the heart of transformations initiated by Digital the last 10 years, I tried to look back and find patterns – looked at what went well, what didn’t, and why.
After analysing carefully – it seems that indeed there are some patterns out there, similarities between companies/industries that managed to transform successfully their business, mainly because of Digital.
It has been repeatedly claimed that the biggest challenge to achieve a true (digital) transformation is to overcome challenges which are mostly internal: Lack of buy-in from executive committees, no real vision of change, no leadership, internal politics, heavy governance, reluctance to change…
May it be a choice or may it be due to a threat, we are all facing very exciting challenges nowadays: Managing digital presences is no longer a “nice to have” activity but has become a critical business responsibility.
There is not one day where I don’t see a post worshipping entrepreneurs. People who didn’t hesitate to aim for hardship, uncertainty, take risks, all that to steer their business in total freedom, achieve great independent success or even sometimes in…
A lot of people have been sharing the news about the facebook messenger bot for airlines the last weeks (ICYMI, you can see some articles here, or here or eventually here… anywhere basically).
Programmatic is definitely a hot topic. There is not one day that passes where we do not discuss the challenges and opportunities of programmatic with Belly & Brain clients. A lot of time is spent discussing technologies that exist, partners that can support to deploy, processes to put in place to manage, and skills to develop to optimise. However still too little time is spent discussing the real possibilities of programmatic from a customer perspective.
When Laurent and I created Belly & Brain, we had cumulated an experience of almost 30 years in Digital; Laurent as a consultant who had designed digital strategies and experiences for various industries and I as responsible for Digital in different organisations.
The big trend nowadays is to say that a Digital Strategy is no longer needed, that digital should be embedded in all strategies, it is mainstream, part of a global approach and that stand-alone digital strategies are no longer needed... that Digital strategy *IS* your Business strategy. But can you really do without one today?