October 2014, [Vol 23 Issue 9]

Features

Customer experience management-promoting loyalty

Founded 80 years ago, Aeromexico is the largest airline operating in Mexico. The company built its reputation on service, but when low-cost airlines entered the market about 10 years ago, Aeromexico began experiencing intense competition. "Our costs were higher than those of the new airlines," says Edouard Piquet, senior VP of customer experience at Aeromexico, "and our customer service was not at the level it needed to be in order to create strong customer loyalty."

Enterprise collaboration, cartels and confidentiality

A few years ago, I participated in a meeting in which several different agencies discussed data management software. When the representative for the GSA explained the availability of shared services, meeting attendees understood the potential cost savings. By using software already licensed, the time and cost for launching a new initiative could be slashed. The talk was positive, but the concept of shared services has been making only modest progress. Collaboration was useful in the meeting.

But once the agency representatives got back to home base, it was business as usual.

KM for e-commerce growth

"Our business is based on discovering new to market products, launching them into the marketplace and amplifying them to a large audience. A big part of this process is how our community lifts up our products and shares them with their own networks."

Digital asset management: It’s a visual world

"Customers need to be able to engage with the product by zooming in to see the features close up, rotating the item or even watching a video about it, especially on a mobile device."

News Analysis

Using SPAs to reach customer goals

We all know that traditionally the success of a business hinges on having happy customers and positive feedback. But the arrival of social media has changed the goal posts somewhat. Customers now have a say in the brands they like. They can influence a campaign by sending their thoughts around the globe at the click of a mouse. This has forced companies to look carefully at their customer service strategy to ensure they know what is being said about them 24/7 and that they can react quickly

New class of apps: Keeps your head in the clouds

Just a few years ago, conversations about the cloud focused on what to keep on premise, what to put in it and who had the best stack. Fast-forward and the discussions today are all about how to make sense of the massive amounts of data that are now in the cloud.

David Weinberger

The MVP process then and now

The MVP process strikes us as attractive not only because bits make it feasible, but also because we've come to believe that a technology that isn't changing every six months is failing. Yet, in the almost 20 years it took Ford to introduce a new model, 15 million Model T's had been sold. And during that entire stretch, never once did Henry Ford put on a black turtleneck and tease an audience with what would be new next month.

The Future of the Future

Creating the future through disruptive innovation

Over a decade ago, two predictions stood out: Digital currencies would be in play by 2015, and space tourism would be firmly in place by 2020.