Are You Using Digital Disruption to Move Your Business Forward?
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Are You Using Digital Disruption to Move Your Business Forward?

In his new book Digital Disruption, James McQuivey, a Forrester principal analyst, explains that technological advances are creating opportunities for more people to meet more customer needs than ever before at lower costs– and that is the essence of digital disruption. While some businesses have been digitally disrupted, the ones listed below have been completely transformed...

Customer Experience Soars from 20,000 Feet
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Customer Experience Soars from 20,000 Feet

Air New Zealand started in the ‘70s but is not stuck in the ‘70s. It knows batch and blast emails are a thing of the past. Instead of sending generic emails about promotions, it sends automated, personalized emailsprior to, and upon return, of each of their customer’s flights. Air New Zealand transformed its entire business in...