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…
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.
Jeff Bezos about the CX culture
Jeff Bezos talked to fellow Amazonians about how they maintain the culture of constantly delivering the best possible experience for their customers.
What is the CEM maturity model and how does it help you develop a CX programme?
In 2015 DHL Freight rolled out a model for customer experience maturity measurement to provide a platform for CX improvement, which would prove highly successful.
