Customer experience (CX) leaders must reach for and achieve increasing and evolving levels of CX maturity. That’s why the one customer experience management (CEM) tool that every CX leader must use is a CX Maturity Model.
Digital transformation is much more than “corporate speak” and we should not discount its legitimacy when it comes to business modernization. So I say this, Digital transformation is not a buzzword.
Building up a brand is first of all focussing on the customer. Who is the driver of it and how can we successfully build the right Customer and Brand Experience?
This is a collection of definition I found or I was told. Happy to read your definition in the comments.
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 […]
“Marketing has been an accelerant. It shows the alignment.” Meredith Verdone, CMO Bank of America
A common misunderstanding of an important idea.
Do you see the X within transformation? Often we talk about digital transformation… which is not about digital, it’s about transformation. This transformation means not just using digital tools & channels, it means changing the entire business… and this in direction to the customer and his experiences with our products / services.
“We cannot solve our problems with the same thinking we user when we created them.” Albert Einstein
“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…”