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.
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?
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.
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.
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
Operation successful, patient dead… this is the direction we are heading to at the moment withing the topic customer experience. We need to awake and change something. It is not a risk to do so, it’s a great chance!Operation successful, patient dead… this is the direction we are heading to at the moment withing the topic customer experience. We need to awake and change something. It is not a risk to do so, it’s a great chance!
It’s all about the brand at the end of the day. We see very strong brand guidelines within companies, but they crumble. Do they crumble because of the customer?
What are operational silos, why do they occur and how can they harm customer experiences?
#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.