The 60/40 rule of CX for a great EX
Do you know this rule? Today I talked about an pioneer in CX, Amazon. It looks like they care less about this and have maybe more a 70/30 or 80/20 rule in place. Which rule do we have in place? 30/70?
Giving CX Purpose: Shifting from Customer Experience to the Customer’s Experience – Brian Solis
Customer experience is the new battleground for brands. How company’s deliver CX is either a competitive advantage or disadvantage. But, CX is so much more than how we think and talk about it, how we plan for and imagine its future, and how we invest in and support it. Perhaps it’s in how we frame i…
MarTech Insider Anand Thaker: Marketing Not Aimed at Building Real Relationships with Customers? Cut It.
Great talk by Brent Leary with Anand Thaker about the changing marketing strategy in times of Covid-19 and Customer Experience.
Do we need Artificial Intelligence?
Artificial intelligence (AI) is at the top of each hype cycle…. but what is AI and do we really need it?
Why Digitalization is not Digital Transformation
Digitalization and Digital Transformation, two topics often uses as a synonymous, but different. While this topics are also mixed with in articles it is important to clearify the differences.
The CX ecosystem of the next decade
Brand & Customer Centric – A discrepancy? Are Sales & Marketing still contemporary? What about Corporate Leadership & HR
What crisis can mean for customer engagement and customer loyalty
Great post by Paul Greenberg about how brands can prove their value during a crisis.
Apple Is Killing A Billion-Dollar Ad Industry With One Popup
When Apple’s WWDC 2020 digital-only Keynote event kickstarted, all eyes were on the new mac OS Big Sur and the ambitious Apple Silicon chips. But, from the perspective of advertisement agencies, it…
Channel thinking, the death blow of true #CX
Still wondering that people still think that the channel is important. CX isn’t a new topic, meanwhile it should be clear that the channel thinking approach is wrong.
How to reimagine your customer experience in a time of change: Your first six steps
Some people watch things happen, some make things happen, and some say, “what happened?” Some organisations out there concerning the pandemic (and maybe…
