Monthly Archives December 2016

Avtex and Genesys Announce Strategic Partnership

MINNEAPOLIS and SAN FRANCISCO – December 30, 2016 – Avtex, an industry leader in Customer Experience (CX) technology and innovation, and Genesys, the global leader in omnichannel customer experience and contact center solutions, today announced a strategic partnership. Avtex joins the Genesys Value Added Reseller network of providers authorized to architect, build, deliver and support the full suite of products and solutions on the Genesys Customer Experience Platform. Avtex helps organizations build trust with customers by creating a holistic and integrated CX strategy.  The company offers a full line-up of CX supporting technologies, including solutions for Contact Center, Customer Intelligence, Business Productivity and
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Connecting Microsoft Dynamics 365 with Power BI

Use Power BI with Microsoft Dynamics CRM Online Creating and sharing Power BI reports are a powerful new way to work with Microsoft Dynamics 365 data.  As a tightly coupled cloud service, Power BI works with Microsoft Dynamics 365 to provide data analytics and highly informative, actionable, and interactive data visualizations. As discussed in a previous blog, the easiest way to get started using Power BI with Microsoft Dynamics 365 is to use the freely available Content Packs.  Microsoft Power BI has a desktop application for when more advanced and customizable data analytics are required. Getting Started If you would
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Microsoft Dynamics 365 Content Power Pack for Power BI

Creating and sharing Power BI reports are a powerful new way to work with Microsoft Dynamics CRM data.  As a tightly coupled cloud service, Power BI works with Microsoft Dynamics 365 (inclusive of Microsoft Dynamics CRM Online) to provide data analytics and highly informative, actionable, and interactive data visualizations. The Microsoft Dynamics 365 Content Packs for Power BI allows you to easily access and analyze your data from prebuilt dashboards and reports using an OData feed. Getting Started To get started you will need a Microsoft Power BI account and access to your Dynamics 365 instance. How to connect  
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Brand Experience and Customer Experience: Lady Gaga

In the final blog on my series around brand experience and customer experience, I look at how a pop superstar has had success at narrowing her niche and serving her ultra loyal customers. Although I’m not a fan of her music, but someone I have a lot of respect for is Lady Gaga. She’s a brand that provides tailored experiences for a niche audience. She is not attempting to satisfy all pop music lovers, just her music lovers. Lady Gaga is well aware that her opinions are polarizing, that’s her set of values that she stays true to regardless of
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Brand Experience and Customer Experience: Bonus Experience Architecture Example

New York City based clothing designer start-up Rochambeau, designed an exclusive experiential jacket titled the Bright BMBR. This limited edition jacket (only 15 have been produced) uses embedded NFC tags giving wearers VIP access to bespoke events, gallery tours, entry into elite NYC night clubs, and tickets to Rochambeau’s runway show. This modern day members only jacket retails for $630.00, and entitles owners to personalized experiences that represent the best of NYC culture and creativity. “… [we] do the selection and curation of experiences, the jacket and consumer does the unlocking. The spirit of creative collaboration and exploration is something
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Brand Experience and Customer Experience: Design, Operations and Service

One of my favorite quotes from Dale Carnegie is: “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from that person’s angle as well as from your own.” Whether talking about customers or employees it comes down to proactive-intentional-empathy. Solid brand experiences and customer experiences take place when brands deliberately weave design, operations, and service/support to engage their ideal customers with positive lasting experiences. A symbiotic ecosystem of call center agents, design teams, social, web, and front-line support that all have their own ideas of
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Brand Experience and Customer Experience: IKEA

So how do our friends across the pond design memorable brand experiences? One example that does a great job of staying true to their values is IKEA. Europeans who desire to host dinner parties with their friends but don’t have space in their ultra-efficient apartments are no longer at a loss, IKEA has them covered. Staying true to their values: spirit of togetherness, enthusiasm, and fun, IKEA recently opened up a DIY restaurant for Brits and a permanent space for Polish to cook together while getting their Swedish meatball fix. IKEA’s voice of the customer research uncovered that more than
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Brand Experience and Customer Experience: Pirch

We’re now operating in an environment where brand experience and customer experiences are blending together. Brand values with memorable experiences are now required. I talked about Toms Shoes yesterday and how their shopping experiences are memorable, meaningful, and emotional. Today I want to look at an example of family home life. Another brand that puts a lot of thought into their in-store experience is Pirch, whose values focus on family while creating beautiful moments with design. Whether you’re shopping for a new kitchen, bath accessory, or just want to be a lush while wondering around their elegantly designed store with a
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Brand Experience and Customer Experience: Toms Shoes

We’re now operating in an environment where brand experience and customer experiences are blending together. Brand values with memorable experiences are no longer nice to have, they’re required. We’re at the point now where experiences and values are the product. But has anyone actually told you and your teams how to design experiences, or state what the standard for memorable experiences are? Understandably, each business is unique to designing experiences for, yet the following brands are certainly making a determined effort in defining the standard. I’ve identified a handful of brands to share with you in this blog series, starting
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