We’ve heard this umpteen times: Disruption is the future; businesses should be flexible enough to adapt to it; the market belongs to businesses that thrive under disruption, and so on. But what if disruption was already at your doorstep, and you missed the memo? Mitch Lowe’s fantastic article in the latest edition of Digitalist Magazine opens with this clincher:

South Korea is adopting strict quarantine measures, and burning cash to prevent the spread of coronavirus. Prominent cities across the globe are facing lockdown. One of the biggest trade shows in Barcelona – the Mobile World Congress – was cancelled last month. The Olympic games are on the verge of being postponed or even cancelled.No virus has created such havoc in the recent times as the COVID-19.

About a decade ago, businesses – irrespective of industry – feared change, feared to take decisions on the go. Fast forward to today, we see the new breed of technology-driven businesses are fearlessly becoming unicorns in no time. What has changed? Today’s companies predict market forces, so much so they know exactly what decision to take at what time. After all, timing is everything!

Quick question: Is your data telling you a story every single time customers or prospects interact with your business? Customers and prospects are in constant touch with you through social media, phone or emails. As a business owner, it is crucial that you know the key metrics you must capture so that, in every interaction, you provide them the WOW experience.

In today’s increasingly connected world where information flows between companies and customers seamlessly, the sharing of connected experiences is happening in real-time over social media channels. And it is these connected experiences that are the building blocks to better customer relationships.

In the digital world, companies have unprecedented opportunities for innovation, but still struggle to turn data into impactful business outcomes. Challenges in managing complex data landscapes, gaining deep analytical insight and utilizing intelligent technologies are making it hard for enterprises to adapt their business processes to the growing pace of change in the marketplace.

A quick question: What is the one thing most successful companies are always doing? When I ask this question to my “smart” CXO friends in the industry, almost 4 out of 5 confidently say – Exceptional Customer Experience.

Every new year, most of us make new resolutions to improve our quality of life – only to be broken in the first two weeks. Closely connected with resolutions are predictions, telling what’s in store for us in the new year.

What kind of organizations can actually deliver exceptional customer experiences every single time? Every time I meet with CXOs, this is the one question I can always count on them asking.

Let’s take a trip down memory lane. Growing up, many of us would remember, there was little or no technology influence in our daily lives. Then came the 90s, and everything changed. Today technology features in virtually any aspect of life we can think of. It’s almost impossible to imagine living without it!