Customer experience (CX) leaders must reach for and achieve increasing and evolving levels of CX maturity. That’s why the one customer experience management (CEM) tool that every CX leader must use is a CX Maturity Model.
“Marketing has been an accelerant. It shows the alignment.” Meredith Verdone, CMO Bank of America
A common misunderstanding of an important idea.
“We cannot solve our problems with the same thinking we user when we created them.” Albert Einstein
“Disruptive technologies are accelerating and reshaping the evolution of markets while also influencing customer behaviors and expectations. New technologies are empowering customers to research and shop differently. These same technologies…”
Forrester just released his #CX Index 2019 with “Some Small Gains, Widespread Stagnation, No Real Leaders”.
#CX is one of the most used “buzzwords” these days… but it is much more than jus a “buzzword”, it changes the entire way we are doing business in future as I think. We are in an early phase with some les players like Apple and Amazon which are (since long time) far ahead on this. So let’s see what Forrester has discovered.
….and don’t know how to move? You know all the buzzwords which are going around, but you don’t know how to bring them on the road?
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.
We all know the Gartner Hypecycle. Everything starts with the technology trigger, goes through an hype and come to productivity… shortly spoken. But is this everything?
Disruptive technologies are accelerating and reshaping the evolution of markets while also influencing customer behaviors and expectations. These events have ushered in an era of digital Darwinism, where the most adaptable and resilient brands survive and thrive.
Digital transformation is not a buzzword. Digital transformation is much more than “corporate speak”, and we should not discount its legitimacy. Yes, “digital transformation” has been overused and diluted by executives and consultants to represent …