Customer experience is the fundamental driver behind customer-centric marketing today. From creating content of value to sending out personalized messaging and analyzing data to learn more about customer expectations, the whole point is always to enhance CX. However, new research published by the CMO Council reveals that about half of marketers – 47 percent – …
When organizations concentrate on customer experience and engagement, digital transformation winds up reshaping the entire organization. Read more to learn why.
Leo Bertelli was gracious enough to invite Brian Solis for an interview on the state and future of CX. The conversation was so engrossing that I wanted to share it with you here. I hope it helps you! What do you think have been the most significant advances in CX in previous years? You can’t talk about customer experience if you don’t appreciate what the word experience means – and as the author of a book on experience design, I struggled…
We are talking about CX, UX, BX and much more. Some say UX is part of CX and others vice versa. But why? What is the truth? What about BX or EX?
Businesses are doubling down on customer experience and rightfully so. The customer has never been more connected, informed and empowered. Any brand hoping to survive and thrive in an era of digital Darwinism has no choice but to #adaptordie. But customer experience in of itself is not enough. Brands must understand what it means to compete at a time when people are not only changing, their priorities around values, aspirations and loyalty are also shifting. Humanity is now the killer…
Is it a fight between a brand and the customer? Both have historically different interest and they still exist. Which view do you have? Is it possible to bring both interests together or is the customer so dominant these days that the brand needs to step backward?
Building a DX strategy is not that easy as you may think. You are doing digital, you have a strategy and you know that the customer focus is most important? Great! ….but let’s look behind.
Forget about marketing channels, it’s about input, decision and execution. You have to brake data and organizational silos, build a big vision and implement this step by step bottom up.
Customer Experience is the big hype. Handling and understanding date is the key elementt behind… not the marketing tools which use this data to build messages.
Customer Experience (CX) is one of the most important business driver. To be in the driver seat you need the right methodology and strategy. But what is a methodology and a strategy? How can we map this with #CX?
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Leading by Vision – Success Stories