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Category: Business strategy
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2025 budgeting for customer experience & digital transformation
As we approach 2025, leaders face the critical task of aligning their budgets with evolving customer expectations and technological advancements. This guide offers strategic insights and key questions to help you prioritize investments that will truly impact your customer experience and drive meaningful digital transformation. Revolutionizing customer journeys through data-driven personalization In 2025, the ability…
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Why websites are still relevant in the age of AI
In the ever-evolving landscape of artificial intelligence (AI), some have begun to question whether company websites are still necessary. As AI tools like ChatGPT and Google Gemini influence how people find and interact with brands, are traditional websites losing their place in the marketing mix? In this conversation, Vincent Cabansag and Melanie Shirley, our heads…
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CrowdStrike: A lesson in IT process and incident response
CrowdStrike, a company we trust to keep our digital world safe, accidentally broke 8.5 million Windows devices worldwide. All at once. Just one incident. Let that sink in for a second. Airlines couldn’t fly. Banks couldn’t move money. Hospitals couldn’t treat patients. It’s like someone flipped a giant “off” switch for a quarter of the…
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How usability testing can transform your product
When was the last time you checked how user-friendly your digital experience is? If it’s been a while, it’s time to consider a fresh perspective via usability testing. You and your team are deeply involved with your digital product. You know all the ins and outs. Meanwhile, many of your users are encountering it for…
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Integrating Voice of Customer tools with direct feedback
Terms like “customer experience” and “voice of the customer” (VoC) are not new, but they have become more prevalent in discussions around brand strategy. Every brand strives to create an experience that attracts and retains customers, fostering loyalty and long-term relationships. Commonly, brands turn to VoC tools to achieve this. However, while these tools can…
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Customer-centric innovation: Navigating AI, tech & change
I had the pleasure of speaking on a panel about Customer-centric innovation – Elevating experience through technology at the GDS Digital Innovation Summit in Boston. As expected, AI, data governance, and digital customer experience innovation were focal points of nearly every conversation with leaders attending from financial services, healthcare, insurance, telecommunications, and manufacturing organizations. What…
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Industry 4.0 and digital service experiences
We’re living in the first decades of Industry 4.0 with its interconnected systems, automation, advanced manufacturing technology, and a mountain of data: databases, data warehouses, and data lakes. There is tremendous pressure to turn that data into meaningful and actionable intelligence and use it to provide exceptional experiences for customers. Experiences that will make doing…
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Charting the course for 2024
As we near the end of 2023, it’s time to shift gears and focus on the upcoming fiscal year. Whether you are finalizing your budgets for 2024 or just getting started, now is the time to think about the road ahead. At Clockwork, we’ve seen how proactive budget planning can accelerate growth and turn ideas…
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7 ways to analyze a customer journey map
If you’re running a business, you know it’s crucial to understand your customers. One tool that can help is a customer journey map. You can gain invaluable insight by examining the various stages your customers go through when interacting with your business. This insight is foundational for building a UX-centric company culture and strategy. Here…
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How service blueprints enable digital transformation
In an era where digital transformation is driving innovation and reshaping industries, organizations must adopt strategic thinking that places customers at the center. Service blueprints are a powerful tool to bridge the gap between traditional business processes and the digital age. By visually mapping customer experiences and the corresponding operational processes, businesses can reveal opportunities…