Yesterday I have had a great discussion which ended with the sentence “why a customer needs to empathize into the brand”. This is the same like if the glass is half full or half empty. Very similar but a huge difference.
“There are decades where nothing happens and there are weeks where decades happen.” Wladimir Iljitsch Lenin. We live in a very special time these days where we can’t do business as usual, so how to disrupt and adopt to the situation in this hero time?
Do you know this rule? Today I talked about an pioneer in CX, Amazon. It looks like they care less about this and have maybe more a 70/30 or 80/20 rule in place. Which rule do we have in place? 30/70?
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.
Brand & Customer Centric – A discrepancy? Are Sales & Marketing still contemporary? What about Corporate Leadership & HR
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.
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”.