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.
The customer journey madness
Companies define the customer journey as “journey maps”, other rename campaign solutions to journey solutions. In truth the customer defines the journey which means that it is the “customer managed journey” and not the “managed customer journey”.
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?
5 Myths About Strategy
As you may know I’m writing much about strategy and topics around. The “5 Myths About Strategy” by Stephen Bungay hit’s the core of many things I’m writing about.
The Role Boards of Directors and Shareholders Should Play in Guiding Business Innovation and Digital Transformation – Brian Solis
Raj Singh is the Chair of the Institute of Directors (IoD) in the UK. IoD has over 30,000 directors as members serving as board members for listed and unlisted companies. For…
2020 CX and Marketing Prediction: Shift from Tracking Trends to Creating Possibilities – Brian Solis
A great view from Brian Solis on how Marketing and CX will look like in 2020.
One Important Social Media Trend We Need to Think More About in 2020 – Brian Solis
It’s that time again where we explore what’s new and possible in the new year. Lee Odden assembled a stellar panel of experts to share predictions and trends for social media marketing in 2020….
What counts? What hits?
First of all it’s the mindset! We still build Customer Experience around the Brand and not vice versa. We can’t let go what we have learned for decades.
