The differentiation between B2B and B2C is past. Thinking Customer Experience to the end, we need to think about eliminating sales and marketing…
There is no single customer journey — there are myriad interactions that consumers experience on their way to final purchase.
Jeff Bezos talked to fellow Amazonians about how they maintain the culture of constantly delivering the best possible experience for their customers.
In 2015 DHL Freight rolled out a model for customer experience maturity measurement to provide a platform for CX improvement, which would prove highly successful.
Reports are often boring and full of buzzwords. The 5 trends in the “2019 CX Trends Report” shows that it is possible to do it different… they bring the right view on the table.
As organizations strive to become customer-centric, Gartner identified 10 common habits of organizations exercising customer centricity.
Different camps are talking on different things and on different levels. Customer Experience is the buzzword these days… In reality we need all camps and can’t let some drop out.
Read this Forrester study to get recommendations on meeting marketing and customer experience goals using modern technologies.
Trust is the key element to build an experience which must be premium, connected and personalized… and it is based on logic, authenticity and empathy. We interact with our customers through marketing, client services, products & services and more. What do you think is the most important common ground you should focus on? Is it the common message, the strategy, the right placement (time, place person) or… ?
How marketers can move up the customer experience pyramid to drive loyalty, satisfaction and advocacy