INSIGHTS

Knowledge is power.
Read our latest insights.

Customer experience

Creating an end-to-end CX: Why a great customer experience begins long before your customer ever buys your product

Most people think end-to-end customer experience (CX) starts when a customer begins to evaluate their buying options or after they’ve bought a product. This perspective leads many organizations to focus on improving the experience of using their product (usability) or shortening the time it takes to resolve a customers’ issue (customer service). But, in reality,…

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Customer experience

Driving innovative disruption in the automotive industry: With Brandon Baldassari, head of sales for Jaguar Land Rover, North America and Gabryel Cosanni, founder of The Customer Studio

Celerity is known for being a place where people with disruptive ideas about enterprise transformation can connect. Recently, I hosted Brandon Baldassari, the Head of Sales for Jaguar Land Rover, North America and Gabryel Cosanni, whose resume includes customer experience, CRM, and data integration for brands like BMW, Disney Universal, Silver Sea Cruises, and Darden…

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Customer experience

Journey Mapping: Understand your customer’s journey to deliver a superior experience

Journey maps provide a way for you to visualize your customer’s or employee’s experience over time to improve experiences and fill in the gaps where experiences go wrong. When done together as a team, journey mapping also creates a shared vision of how an enhanced CX and EX can fuel better business. Download our free…

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Customer experience

The shift to digital: 3 approaches to digital strategy for nonprofits

In part one of this 2-part series, we discussed some of the factors driving the shift to digital in nonprofit environments. In part two, we’ll cover some approaches as part of your digital strategy to respond to those factors in rapidly changing circumstances. Depending on your needs, these approaches represent small, medium and large interventions…

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Editor's Picks

Why do companies struggle with digital transformation?

Companies of all sizes are faced with industry disruption, new technologies, and changing customer needs. Organizations with outdated…

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Operational Excellence

Leading people through forced change

When employees face disruptive change, they are often spurred on because there is a well-founded “why”—a justification for…

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Customer experience

So you have a journey map. Now what?

As organizations strive to become more customer-centric, journey mapping has become an integral tool to help organizations get…

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RPA in 2020

Mindless. Repetitive. Tedious. Necessary. Some of the most important functions in your business are cyclical, manual processes. Often…

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LinkedIn LIVE events

Still from transportation LinkedIn LIVE session with Anne Parmer, Brandon Baldassari, and Gabryel Cossani

Evolving Organizations Responsive Enterprise

Despite more than a year of pandemic disruption and consumer hesitancy, sales of luxury car brands echo the growth of the S&P 500, ...

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financial services transformation

Evolving Organizations Responsive Enterprise

As the staggering pace of technological transformation continues, organizations are working tirelessly to not only adapt, but thrive. I had ...

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Still from transportation LinkedIn LIVE session with Anne Parmer, Brandon Baldassari, and Gabryel Cossani

Driving innovative disruption in the automotive industry

Celerity is known for being a place where people with disruptive ideas about enterprise transformation can connect. Recently, I hosted ...

Read more →

Webinars + podcasts

Sign up to watch Celerity webinar recording

On-Demand Webinar: How Responsive Enterprises thrive in uncertain times

When disruption reigns, let your customers show you the way with Customer-Centricity, Operational Effectiveness and Agility Business as ...

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activate journey map

Activate your journey map

Why is activating a journey map difficult? As organizations digitally evolve and transform, every aspect of the customer journey is mapped. ...

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innovation at scale

Harnessing innovation at scale

Harnessing innovation can be painful and disruptive unless you turn an innovation process into part of your company’s everyday routine. ...

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