Data-driven customer experience puts the customer first, delivering exactly what they need at just the right time.
Transformation requires the right vision on top, but takes place bottom up. It is a huge process which break up silos, silos in mindset, structure (departments) and data. Business consulting is often coming in and companies fail later on.
A great view on a hype topic by Nicole France… Do we really need to know everything about customers?
There is light which guides us on the right way. While we are in our day-to-day business there is something going on in the background. The role and acting between a company and the customer is changing… through every business and all industries.
New projects and a new position within a global SaaS company. CX is the key to everything. Let”s see the future today.
We really need something to measure CX. The point we have at the moment is, that we have (more or less) just things like NPS to measure CX and asking questions can’t really be the direction.
The future of commerce isn’t any longer commerce. Commerce is a means for the purpose. The future of commerce is a solution business which solves much more than just interests in goods and services.
Rock’n Roll is everywhere. Do we dance or do we just watch? Do we lead the dance or do we just let other lead us? Are we able to lead the dance?
With a holistic mindset we develop a vision. The mystery is, how to bring this vision on the road in a way that we achieved what we want.
My favorite CRM Playaz episode with Buffalo Bob Stutz with the analysts Brent Leary and Paul Greenberg