On page 6 we delve into an in-depth interview with Jamie Smith, the CIO of ServiceMaster, about the company’s quest to maximize the customer experience. The initial part of this process was what Smith calls “customer journey mapping.” As ServiceMaster conducted this mapping, it learned that the wishes and demands of customers are not uniform. To maximize customer satisfaction, Smith explains that you have to be willing and able...  Continue Reading..

Softvision is a digital services company that provides digital innovation strategy, design, and execution for some of the world’s leading global brands. The company employs more than 2,500 professionals in eight countries and works with companies like Estee Lauder, Groupon,  Microsoft, Macy’s, Mozilla, Lululemon, and Neiman Marcus. Softvision’s CEO, Andres Angelani, co-authored the book “The Never-Ending Digital...  Continue Reading..