“Marketing has been an accelerant. It shows the alignment.” Meredith Verdone, CMO Bank of America
A common misunderstanding of an important idea.
Do you see the X within transformation? Often we talk about digital transformation… which is not about digital, it’s about transformation. This transformation means not just using digital tools & channels, it means changing the entire business… and this in direction to the customer and his experiences with our products / services.
Judith Aquino’s work in customer experience is extensive and her connections in the space are deep. Shortly after the release of X: The Experience When Business Meets Design, Brian Solis caught up with Judith to talk about the rise of experience innovation. She published ou…
“We cannot solve our problems with the same thinking we user when we created them.” Albert Einstein
“Disruptive technologies are accelerating and reshaping the evolution of markets while also influencing customer behaviors and expectations. New technologies are empowering customers to research and shop differently. These same technologies…”
Very often I see people talking about all the buzzwords and then they start doing something “new”. In real they don’t dare to change something fundamental.
Forrester just released his #CX Index 2019 with “Some Small Gains, Widespread Stagnation, No Real Leaders”.
#CX is one of the most used “buzzwords” these days… but it is much more than jus a “buzzword”, it changes the entire way we are doing business in future as I think. We are in an early phase with some les players like Apple and Amazon which are (since long time) far ahead on this. So let’s see what Forrester has discovered.
#CustomerJourney is a process and the point where someone is in his path to purchase for example. It is not a perception what a experience is more to be.
….and don’t know how to move? You know all the buzzwords which are going around, but you don’t know how to bring them on the road?