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.
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.
Forrester’s US 2020 Customer Experience Index Reveals CX Quality Improved Dramatically Over The Past Year
CX Differentiation Is The Key To Post-Pandemic Success – 27% Of Brands And Nine Industries Achieved Significantly Higher Scores
More business in times of Corona? The questions is…how? More telecommuting, more remote hiring capability, more distributed workforce vs HQ centric?
#CustomerJourney is a process and the point where someone is in his path to purchase for example. It is not a perception what a experience is more to be.
In order to create amazing customer experiences, companies need to ensure that they have the appropriate bedrock in place to enable brand and culture to be successfully integrated. In this article, we will discuss the three primary foundations – purpose, promise, and values.
There is no single customer journey — there are myriad interactions that consumers experience on their way to final purchase.
Brian Solis, principal analyst at Altimeter, a Prophet company discusses the key drivers of digital transformation in his latest report The 2018-2019 State o…
It’s a fight between online and offline. Amazon is well known for his platform strategy and is very successful with it. On the other site there is the cross-channel strategy which has it’s advantages. Some voices say that a platform strategy is killing offline within commerce. What is the truth? What is the solution?
Businesses are doubling down on customer experience and rightfully so. The customer has never been more connected, informed and empowered. Any brand hoping to survive and thrive in an era of digital Darwinism has no choice but to #adaptordie. But customer experience in of itself is not enough. Brands must understand what it means to compete at a time when people are not only changing, their priorities around values, aspirations and loyalty are also shifting. Humanity is now the killer…