Care is more than Empathy
We are in the middle of an evolution. It started with digital transformation, came to customer experience and now it’s heading to the time after empathy. Let’s have a look at the evolution and see what’s next.
Customer Experience: Definition, Strategy, Examples
The picture of the anatomy of a customer is great! This guide to customer experience has everything you need to know so your business can provide the best customer experience and win.
How to deliver great customer experience at scale
The most effective customer strategies are grounded in active engagement, setting clear expectations and empowering users with options that suit their needs.
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?
Engagement equation: Happy employees = happy customers | ZDNet
Employee Engagement is becoming an area of great interest to anyone thinking about customer engagement, CX or customer retention. Katrina Ghazarian, a rising star in the practice of engaging employees, shows how to start engaging those employees.
The 60/40 rule of CX for a great EX
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?
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.
What are the learnings of the Pega CX study?
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…
SAP’s #SAPPHIRENOW
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.
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
