We are dealing with(in) strange times. Everyone is talking about the new normal… but what does this mean? It is not just how we work and the #NewWork hype. Already last year (or maybe longer) many of us have had the feeling that things are changing.
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…
Last week the big #SAPPHIRENOW took place. There are many topics they have had to address, while my focus was on the CX area. I was really looking forward to the keynote of Christian Klein.
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”.
Are channels, as we use the wording today, nonsense? Yes and no. If we think as a customer…
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!
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?
Have your heard about the so-called scanner personality? A scanner personality is an universalist or generalist… a multi-talent. A pronounced curiosity about many topics is a nature of talent. Scanner personalities have an overwhelming curiosity about a variety of topics and prefer to deal with all their ideas immediately and at the same time. They are the opposite of a pure deep diver, which doesn’t means that they have a deep understanding of their topics… quite the reverse.
It is not the time for marketing as usual, it is time for communication!
This is the right time to help, win trust and build a great customer experience. So stay calm and adopt your business to stay healthy and save.