Up and comer Sven Esser delves into not only how the ‘Supply Chain’ impacts the customer experience but what kind of new model the supply chain needs to adopt to not only fix the contemporary problems.
Mike Boysen details his realistic approach to customer experience, addressing the CRM industry on the “why” and the “how.”
Some companies are great for customers – not only do they care but they change
A CX vision should be authentic, inspiring and mobilizing, breaking down a brand promise into ownable attributes and a picture of what could be.
Data-driven customer experience puts the customer first, delivering exactly what they need at just the right time.
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between digital and physical touch points are often disjointed, transactional, and in many cases, they just feel outdated.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.