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…
There’s only one leader in the “Forrester Wave™: Experience Optimization Platforms, Q2 2018”. Customer Experience (CX) is the #1 keyword these days…. so where are all the competitors in the industry like Salesforce?
Businesses are in a rut. Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. But go…
Too many companies squander the treasure that is customer feedback. The solution is systematically measuring the customer’s voice and integrating it into a culture of continuous feedback.
The customer is now leading and changing the roles in the role game between a brand and the customer. If a company doesn’t focus on the customer, they will fail and their competitors will make the race. But what are the 3 elements of the Customer Experience?
#CX (Customer Experience) is in everyonce mouth. Gartner analyzed in his Magic Quadrant the CRM and CX implementation provider. First of all it requires the right business understanding, the change from the corporate view to the customer view.
The digitization is pushing us into the direction where we need to re-think traditional ways of communication and interaction. We interact with user / consumer through marketing communication, products and services, through support and my other channels. “Data is the new oil” is a slogan everyone has read. The user / consumer get’s a huge […]
Growth and Customer Centricity / Customer Experience, does this fit together? Where should I focus on, on the customer or the ROI? True is, that things are changing fast and agility is what’s needed to follow this speed.
If you’re just going to sit in your functional silo and do more of what you’ve always done, then you’re not going to go far as a customer experience leader.
It used to be that organizations had individual clouds for their marketing and sales efforts as a way to pull together data, with each cloud holding information for just one area of the company. But just like the customer journey is changing, so too is how we manage it.