The step before CX
The step after CX is clear for most… It’s revenue. But is this right? Is this the right thing in mind when building a great CX?
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.
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
Corona, the chance for our business
More business in times of Corona? The questions is…how? More telecommuting, more remote hiring capability, more distributed workforce vs HQ centric?
Why the #CustomerJourney has very less to do with #CX
#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.
How Blending Brand And Culture Can Impact The Customer Experience
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.
Customer Journey Management in an Era of Disjointed Journeys
There is no single customer journey — there are myriad interactions that consumers experience on their way to final purchase.
The State of Digital Transformation: What Are 2019’s Key Drivers?
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…
Cross-Channel vs. Platform Strategy
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?
