We are dealing with(in) strange times. Everyone is talking about the new normal… but what does this mean? It is not just how we work and the #NewWork hype. Already last year (or maybe longer) many of us have had the feeling that things are changing.
Another boring CX study? For sure not! Pega discovered 4 very important false narratives which underlines the core issue CX has today. A great starting point for a broader view…
Last week the big #SAPPHIRENOW took place. There are many topics they have had to address, while my focus was on the CX area. I was really looking forward to the keynote of Christian Klein.
Forrester’s US 2020 Customer Experience Index Reveals CX Quality Improved Dramatically Over The Past Year
CX Differentiation Is The Key To Post-Pandemic Success – 27% Of Brands And Nine Industries Achieved Significantly Higher Scores
Many readers will be very familiar with Abraham Maslow’s Hierarchy of Needs – something
Companies define the customer journey as “journey maps”, other rename campaign solutions to journey solutions. In truth the customer defines the journey which means that it is the “customer managed journey” and not the “managed customer journey”.
Reopening will be a journey. Here’s your guide.
Difficult situations – like Covit-19 – shows different ways of reactions. The following chart we can use for every situation where we want to change something or do business not as usual.
What are the most important skills that today’s customer experience managers require if they are to not only deliver success, but actually land a role as CX.
Are channels, as we use the wording today, nonsense? Yes and no. If we think as a customer…