True CX requires lateral thinking. We need to transform our mindset, break down silos and face the operational marketing challenges. Stage 1 – Vision & Strategy The first silo is the corporate structure. We have sales, marketing, client service / support, product management and more. all with own goals which are mainly corporate driven. Is […]
“Disruptive technologies are accelerating and reshaping the evolution of markets while also influencing customer behaviors and expectations. New technologies are empowering customers to research and shop differently. These same technologies…”
#CustomerJourney is a process and the point where someone is in his path to purchase for example. It is not a perception what a experience is more to be.
What we need is to place our marketing doing (and systems) in the right context. First of all we need to bring our small boat from a lake to the see and then we can start changing the boat to a big ship… step by step.
Multi-Channel, Omni-Channel and Cross-Channel are some of the most confusing topics.Some people are talking about multi-channel and meaning the same as others understand under cross-channel. In the time of digital transformation & customer experience, cross-channel is the only direction for me and there is no excuse for the other ones.
There is no single customer journey — there are myriad interactions that consumers experience on their way to final purchase.
To be honest there are more than just operational challenges. It’s a combination of operational and strategic challenges while the operational ones takes most time.
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.
Emerging and established technologies such as blockchain, consent management and multichannel marketing hubs provide opportunity amid rising privacy concerns.
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… ?