Mike Boysen details his realistic approach to customer experience, addressing the CRM industry on the “why” and the “how.”
2 worlds which seems to have nothing in common. Stay tuned and watch my upcoming article on ZDNET.com
Some companies are great for customers – not only do they care but they change
A CX vision should be authentic, inspiring and mobilizing, breaking down a brand promise into ownable attributes and a picture of what could be.
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.