MAKE A DIFFERENCE… between CRM & CXM
We all know what CRM stands for… Customer Relationship Management. These days Customer experience is more and more important and there are several namings out for the new systems.
Why Digitalization is not Digital Transformation
Digitalization and Digital Transformation, two topics often uses as a synonymous, but different. While this topics are also mixed with in articles it is important to clearify the differences.
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.
