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…
What are the learnings of the Pega CX study?
Another boring CX study? For sure not! Pega discovered 4 very important false narratives which underlines the core issue CX has today. A great starting point for a broader view…
Forrester’s US 2020 Customer Experience Index Reveals CX Quality Improved Dramatically Over The Past Year
CX Differentiation Is The Key To Post-Pandemic Success – 27% Of Brands And Nine Industries Achieved Significantly Higher Scores
Does COVID-19 mean that customer experience is no longer relevant?
Many readers will be very familiar with Abraham Maslow’s Hierarchy of Needs – something
Skills that CX managers must possess – and how to develop them
What are the most important skills that today’s customer experience managers require if they are to not only deliver success, but actually land a role as CX.
Transformation: Channel Thinking vs. Tooling
Are channels, as we use the wording today, nonsense? Yes and no. If we think as a customer…
The Core Fail of CX
Operation successful, patient dead… this is the direction we are heading to at the moment withing the topic customer experience. We need to awake and change something. It is not a risk to do so, it’s a great chance!Operation successful, patient dead… this is the direction we are heading to at the moment withing the topic customer experience. We need to awake and change something. It is not a risk to do so, it’s a great chance!
The Maturity of Transformation
It’s not a secret… the digital maturity of companies is often at the beginning and the speed of digitalization is low. How does it look like with the CX maturity?
Experiences in times of crisis counts!
It is not the time for marketing as usual, it is time for communication!
