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.
The future of commerce isn’t any longer commerce. Commerce is a means for the purpose. The future of commerce is a solution business which solves much more than just interests in goods and services.
Customers Experience So Much Darkness in Their Journey, Optimize Digital Customer Experiences to Deliver the Light
Today’s customer journey is built upon decades of legacy infrastructure. Even with modernization, the relationship between digital and physical touch points are often disjointed, transactional, and in many cases, they just feel outdated.
The biggest companies are focussing on data. Data are often more important than the traditional business. A reason to look into the topic a bit deeper.
Brian Curran is Vice “President Digital Innovation and Design” at Oracle. With his “The Value Equation” model he shows an idea how to measure CX.
Empathy in business shouldn’t be a situational response that companies trot out during crises. Instead, it should be core, foundational business value.
Technology improvements and development takes place in high speed… while reorganisation is falling far behind. CX is driving change and is transforming our business (acting with customers in B2B & B2C) by 180 degree. For this, reorganisation is a must have.
Jeff Bezos announced to step back from Amazon later this year. Read this great article on mycostomer.com how he transformed customer experience. We all know Amazon is leading within CX.
“Customers should sell us back our products”. Ryan Gellert, Patagonia’s new boss, explains how to slow down a company spoiled by success.
2021 is the year that new ways of interacting with new business models — and transformed cultures — are all vying for a place at the table. What are the themes? What kinds of frameworks, methodologies, use cases, rules of engagement, technological advances will be necessary? Paul Greenberg consult…