A very good article about the about the value equation… If you are in CX, a must read as I think.
End-to-End approach instead of silo or channel thinking. We are playing in silos which is still working for now… but how long will this last?
To be honest there are more than just operational challenges. It’s a combination of operational and strategic challenges while the operational ones takes most time.
Are you struggling with the “how” to do the transformation everyone is talking about? Do you know what to do, but if it comes to the how you (and/or your colleagues) have often a “yes, but…” in mind?
Agency vs. Management Consultancy… or People vs. Processes – Meeting people and talking about topics drives me always to re-think topics, directions and ideas. Sometimes it’s just the half of a sentences which point me in a direction and let me brood about something. Now I came to the different direction, the different culture and the different approach between agencies and management consultancy.
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?