The Future of Customer Experience Essay Example for Free

The Future of Customer Experience Essay Frowareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction; the distinction is usually clear in context. Analysts and commentators who write about customer experience (CX) and  customer relationship management  have increasingly recognized the importance of managing the customers experience. Customers receive some kind of experience, ranging from positive to negative, during the course of buying  goods  and  services. BlackBerry takes a look into the future of customer experience. This video depicts what the future of retailing could look like in the near future. A young woman uses mobile technology to identify, search and buy an outfit for a wedding and to interact with retailers in the online and physical worlds. This video also details how retailers can use mobile technology in the future to collaborate, and respond faster to trends and customer demand. This video shows how businesses could use integrated social networking to better serve customers and to improve employee collaboration and engagement. A fictional utilities company uses social networking to track, respond and improve their customer experience and service levels whilst increasing staff productivity. In this video, existing technologies have been  re-imagined  with smarter devices and better experiences. It showcases device integration, sharing and social networking, e-commerce, retail management systems, GPS tracking, mobile payment systems and augmented reality. BlackBerry takes a look at the impact mobile technology could have in the future of customer service. Analysis of the case The Future of Customer Experience? Its Getting Personal No matter what business, a growing percentage of customers are nearly always connected, with instant access to more advanced tools and detailed information than many enterprises had just a few years ago. These smart, digitally empowered consumers and businesses have the power to behave in a far smarter and better-informed manner than ever before. This power has also radically changed customer expectations, driving demand for better, more innovative, and personalized products, services, and experiences. This should come as no surprise to any executive. Given a choice, each of us (as well as our customers) prefers experiences tailored to our unique wants and needs. Firms that are best able to do so have significant competitive advantage over those that cannot. Though the promise–and power–of personalization has been at the forefront of marketing theory for some time, its widespread application to customer experience is only just beginning. Today, disruptive digital innovation is changing the ways companies serve their customers, as well as the ways these customers expect to be treated. Personalization is the Foundation Of Innovative Customer Experience. In the age of smart customers, personalization is the future of experience. Mass production and consumption of news, entertainment, products, and services have already lost the battle, giving way to personalization and customization. Apps such as  Zite  and  Flipboard  allow each of us to totally personalize the ways we consume news. Amazon has personalized the ways we shop, and Netflix and Hulu how we watch movies, TV, and other media programming. Pandora serves up increasingly personalized musical streams based on a listener’s taste (â€Å"thumbs up; thumbs down†), continuously learning about users’ musical preferences based on real-time customer feedback. There are hundreds of examples, with more coming every day. The point is these increasing levels of digitally driven personalization allow customers to choose what they consume, from whom, and how they interact with and consume it. These digital experiences are training smart customers to expect everything, from every company–product, services, experiences, and more–to be customized in a similar manner. When it comes to innovative customer experience, this all leads to one word: personalization. ‘One Size Fits All’ Simply Doesn’t Fly Anymore. And It Doesn’t Have To. No company can afford to or needs to deliver a fully customized â€Å"ideal experience† to each individual customer across the range of digital, human, and static touchpoints and interactions. The fact is, some customers are simply worth more than others, and it takes a great deal of intelligence for companies to figure out what the â€Å"right† experiences are for any given group of customers, much less how to personalize them. The good news is, â€Å"smart touchpoints† and the data they can produce, combined with the ability to analyze the digital breadcrumbs and data that surrounds almost every customer, means that any firm of any size has the tools for intelligent personalization at hand. Starting with what can be the biggest step, a firm needs to be willing to adjust its offerings to the needs of individual customers based on an understanding of what those individual customers (or the smallest possible groups they represent) want, and how that’s different from others. The more effectively a company uses customer information to understand and acknowledge both the differences and similarities, the easier it will be to provide benefits uniquely suited to those customers. In ways never before possible, you can approach them with truly personalized, highly customized offers, through relevant channels, in ways that drive stronger, more profitable relationships, better serving your customers by giving them exactly what they want, when they want it. Result: Customer experiences that are not only highly differentiated, but that cannot be easily duplicated by others. It is infact the hardest thing for competitors to copy. For many companies, it isn’t obvious to executives how or why they should provide meaningful personalization. Their customers have been satisfied with the existing product lineup. Their products may be commodities, or perhaps their firms are in a regulated utility. While the desire to create a â€Å"differentiated customer experience† is high on the list of objectives when it comes to customer experience strategy, they do not yet grasp that the most effective customer experiences are those tailored in a significant manner to meet the needs of that particular customer. They simply dont realize how fast customer expectations are changing, and what this means to the design of forward-looking customer experience strategies today. Companies that do realize this–and take action as a result–will create truly differentiated, category-leading experiences that make interacting with them so relevant, so much more convenient, and so perfectly suited to customers’ wants and needs that they won’t even  consider switching to a competitor. Points to consider while designing a customer experience The world has changed and the balance of power has shifted to the customers. The speed with which consumers have shifted to all things  digital/social/mobile  has taken many companies by surprise. â€Å"It’s like skating to a ping-pong ball 1. PERSONALIZATION AND CONTEXT With consumers adopting evermore numerous channels and devices to access information and interact with brands, businesses are scrambling to figure out how to deliver a more unified customer experience. In the wake of this, two new mantras are on the lips of every marketer: personalization and context. As a larger number of users become more familiar with social/mobile technologies, they’ll likely use them in more complex ways: sophistication breeds heightened expectation. Consumers will favor brands that provide context and relevance to their daily lives. Businesses can accomplish this by  producing quality content  that is not only relevant to their brand’s target audience, but promoted (and optimized) over multiple channels such as web, mobile and social, and accessible to them on demand. For many, this presents a daunting challenge that will likely put a strain on existing resources. If this is the case for a brand, they may want to consider outsourcing to an  inbound marketing services agency  that specializes on all aspects of digital marketing. Key Inferences * An explosion of customer touchpoints is at hand. Digital customer experience today is defined primarily by websites, with mobile applications on smartphones not far behind, and the future will include as many as 10 additional customer touchpoints. Deciding which channels to incorporate into your strategy is crucial to defining your organization’s future in digital customer experience. A unified experience requires the right people, process, and technology foundations. Customers love their devices but also want consistency across the devices and apps they use. Unified experiences that cross touchpoints demand improved yet common designs, common content assets and application code, and delivery processes tuned for speed and harmonized skills and roles. * Investments in unified experience founda tions will pay off now. Investments in foundations for unified customer experiences will pay dividends in the short term.

Capital Punishment Essay: Death Penalty Distribution - Is It Unfair? :: Argumentative Persuasive Topics

Death Penalty Distribution - Is It Unfair?   Ã‚     The subject of this essay should be obvious from the title. Considerable detail is included in this presentation of the facts on the issue.    In an average year about 20,000 homicides occur in the United States. Fewer than 300 convicted murderers are sentenced to death. But because no more than thirty murderers have been executed in any recent year, most convicts sentenced to death are likely to die of old age (1). Nonetheless, the death penalty looms large in discussions: it raises important moral questions independent of the number of executions (2).    The death penalty is our harshest punishment (3). It is irrevocable: it ends the existence of those punished, instead of temporarily imprisoning them. Further, although not intended to cause physical pain, execution is the only corporal punishment still applied to adults (4). These singular characteristics contribute to the perennial, impassioned controversy about capital punishment.    Consideration of the justice, morality, or usefulness, of capital punishment is often conflated with objections to its alleged discriminatory or capricious distribution among the guilty. Wrongly so. If capital punishment is immoral in se, no distribution cannot affect the quality of what is distributed, be it punishments or rewards. Discriminatory or capricious distribution thus could not justify abolition of the death penalty. Further, maldistribution inheres no more in capital punishment than in any other punishment. Maldistribution between the guilty and the innocent is, by definition, unjust. But the injustice does not lie in the nature of the punishment. Because of the finality of the death penalty, the most grievous maldistribution occurs when it is imposed upon the innocent. However, the frequent allegations of discrimination and capriciousness refer to maldistribution among the guilty and not to the punishment of the innocent (5). Maldistribution of any punishment among those who deserves it is irrelevant to its justice or morality. Even if poor or black convicts guilty of capital offenses suffer capital punishment, and other convicts equally guilty of the same crimes do not, a more equal distribution, however desirable, would merely be more equal. It would not be more just to the convicts under sentence of death.    Punishments are imposed on person, not on racial or economic groups. Guilt is personal. The only relevant question is: does the person to be executed deserve the punishment? Whether or not others who deserved the same punishment, whatever their economic or racial group, have avoided execution is irrelevant.

Using Material from Item a Assess Sociological Explanations

Sociology Topic 6 ‘Using material from item A assess sociological explanations of gender inequality in todays society’ In the last 30 years women in the UK working has risen to 2. 45 million whereas men working has risen by 0. 5 million. Item A suggests a variety of gender inequalities in today’s society for example the pay difference women receive as it is suggested according to item A that women earn a quarter of a million pounds less than men and this is without women not having any children if she did have children it would be ? 140,000 less. The pay gap reduces family income overall which isn’t beneficial for families.Another issue is that women mainly work in low paid sectors like retail or caring and due to women having a glass ceiling above men taking all management positions it has left women with the low paid jobs. Hakim believes there’s an occupational segregation in the UK. In the UK according to Hakim men and women do different kinds of work. There are 2 types of occupational segregation. Horizontal segregation and Vertical segregation. Horizontal segregation is when men and women are concentrated in different types if jobs in different sectors of the economy. Women who are in the public sector usually work in health and social work and education.However in the private sector women normally are in admin or clerical work whereas men are in the skilled and manual sector. However horizontal segregation may decline as there is a decline in the primary and secondary sector in the economy. Vertical segregation is when women occupy jobs of low pay and status. There’s evidence that women work in lower levels however when they can work in upper professions they still have a glass ceiling above them according to Walby. This affects women as if there is any chance of promotion they end up being restricted to go any higher.Women also receive less pay in 1975 women only earned 71% of the average full time male wage. The gap has narrowed over the last 30 years due to many women fighting for equal rights. The gap between men and women was 17% in 2007 however the government claim that it’s 12. 6%. The problem with using average pay in the gender gap according to ONS believe that many men who are paid very well can inflate the average and therefore get rid of the true pay gap between men and women. Differences in pay still exists, in some jobs the statistics much higher it’s 22. 3% difference which is a significant compared to the public sector.CMI found out that the average female executive was paid ? 32614 whereas men in the same role received ? 46269. This suggests that inequality still exists however it isn’t as open as it was in the last 50 years it is more discreet. This makes it harder to prove that this inequality still exists in society today. Women also work part time as in 2005 42% of women worked part time whereas 9% men worked part time which shows there is a huge gap this puts women mainly as a huge disadvantage as they have less job security and less chance to promoted. Parsons who is a functionalist believed that men and women should have separate roles in society.He believed women were more suited for the expressive roles whereas men where suited for the instrumental roles of society. He believed men suited pair employment whereas women were meant to do domestic duties. He wasn’t surprised that women are paid less as they are less motivated and less suited to the labour market. Which shows inequality in gender ,as women are seen to be the homemakers according to some sociologists. Some economists believe that the pay gap is justified as it shows that fact that men have more human capital as they have greater orientation to paid work .Women are less commited and are likely to take breaks in there career to look after there family whereas men build their skills, qualifications and skills as they do not take breaks in there career. Howeve r Olsen and walby criticise the human capital theory they believe that main reason why women suffer to have such a low pay is because there’s a systematic disadvantage in acquiring human capital e. g. pay is low in occupations where there are many women. This could be because the jobs require less training and promotion prospects for this job in which men are in the majority.Human capital assumes that experiences of employment means the increase in wage whereas experience in part time work is associated with less wages. Some sociologists believe that a dual labour market exists and is divided into 2 sectors primary and secondary. Primary is secure, well paid and with good prospectus whereas the secondary is poor pay insecurity and no ladder of promotion. Barron and Norris concluded that women are likely to be in the secondary this is due to women being unsuitable, disrupted career developments and weak legal and political framework supporting women.Liberal feminists argue tha t the traditional forms of gender role socialisation in families, education and in the media are responsible for reproducing a sexual division in labour in which masculinity is seen as dominant whereas femininity is seen as subordinate. Oakly argues that the reason for the subordination of women in the labour market is the dominance of motherhood/housewife roles for women. Patriarchal ideology stresses the view that women’s only purpose is to raise children. Sharpe believes that education and careers are main priorities of teen girls.Girls also perform better in education which suggests that society will change at a later stage due to girls performing so well academically. They also see that men and women are taking equal responsibilities are caring and cleaning at home which shows that gender inequality is slowly decreasing as women are realising there potential and men are adapting to women becoming more career focused. Marxists feminists argue the subordination of women to men is linked to the position in society. According to benston women benefit capitalism in 2 ways. The first way is that women provide free domestic labour which allows men to be more effective.Women are also excluded from paid employment in the early 19th century which resulted in women becoming housewife’s and mothers. Benston argues that if the women is a housewife then the man pays for both the labour power of the male and the domestic power of the women. The second way is that women are responsible for raising the future labour force at no cost to the capitalist class this is known as reproduction of labour power. Ansley believed that women in relationships with men also functioned to soak up the male workers frustration with his paid work in the forms of domestic violence.However other Marxists feminists see women as part of ‘reserve army of labour’ which is hired by businesses in times for economic expansion and fired during an change in the economic clim ate (recession). Walby believes that women staying at home has harmed capitalism as women competing with men for jobs would lower wages and increase capitalism. The reserve labour of army has also been criticized as it doesn’t explain why male and females are put in different uses. It doesn’t explain why women have such different responsibilities.Radical feminists argue that society’s divided into 2 different gender classes’ men and women who both have different interests. Feminists believe patriarchal inequalities happen in personal relationships. All personal relationships are political as they based upon different and unequal amounts of power which is determined by sex and are reinforced by every aspect of wider society. Radical feminists note that patriarchal ideology fails then women are constantly under the threat of male violence and sexual aggression which limits their capacity to live as free and independent as they should be.However radical femi nists have been criticized for failing to acknowledge historical changes like women now experience the same rights as men . Another approach is the dual systems approach. Delphy emphasizes the key role of family. She believes the household is important however it’s underrated and believes the work performed by women is high productive however she notes that men dominate households as they have more economic power than women.Walby believes that capitalism and patriarchy could work alongside each other to exploit women. Patriarchy according to walby has evolved from ‘private patriarchy’ in which women have entered public arenas of employment and politics however they still are disadvantaged. She believes that women are no longer restricted to the domestic sphere to ‘public patriarchy’ where women are no longer restricted but have the whole society in which to roam and be exploited.

Fif The Largest Soccer Corporation - 1716 Words

FIFA is the largest soccer corporation that started during its formation in 1904. They offer entertainment through the world cup and the six regional conferences all around the world. Throughout the years FIFA had never been questioned about corruption, voting for nations that did not deserve to host the world cup, or about accepting bribes. They were a respected organization until an investigation began and revealed what some of the highest officials in FIFA were doing ruining their reputation. The major problems that FIFA faces in this case are the president’s involvement in the corruption, FIFA officials accepting bribes, and about the World Cup bidding process. Although this problem is difficult to resolve due to its complexity, the†¦show more content†¦With this in mind corruption ruins this beautiful game because nations that deserve to host the world cup may never host it, since countries who possess an immense amount of money can bribe officials. The nations that are smaller may not afford to host it because they would need to create or fix their current stadiums, fix the cities to accommodate the numerous amount of visitors during the month the world cup is hosted, and do anything FIFA tells them to do. Qatar is a small nation, but they have money to host the world cup, but the weather conditions in the summer is horrendous. The temperature in the summer are over 100 degrees and can go over 120 degrees. In view of this situation, it can cause players, coaches and fans who are not used to this hot weather to get dehydrated; Dehydration can result in the players getting sick and injured quicker than in 90 degree weather. Signs of corruption in the bidding process regarding Russia, and Qatar as the world cup host are addressed by Tom Peck. According to Peck â€Å"For the World Cups it was agreed that we go to Russia [in 2018] because it’s never been in Russia, Eastern Europe and for 2022 we go back to America. And so we will hav e the World Cup in the two biggest political powers† (Peck 1). In other words Peck addresses that Sepp Blatter verbally says that the officials and him made a pact to hand Russia the world Cup and the United States in 2018 but instead officials voted for Qatar instead. As a result of what the