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
The Core Fail of CX
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!
The brand, the last big bastion. What’s the next evolution after customer experience?
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?
How to tackle the operational silos that damage customer experience
What are operational silos, why do they occur and how can they harm customer experiences?
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.
Statements, maybe a bit provocative!
Let’s be different… >>>Trashing sales & marketing departments >>> Change from B2B & B2C to E2B >>> Read more…
The journey restarts… #CXM is more than marketing!
From the how to the why with an insight in the future of Customer Experience Management in the Sneaks at the #AdobeSummit. The journey restarts now and first of all we need to change our mindset to get into this future.
