What’s the right Customer Experience for your Brand
As customer experience has increasingly become the key differentiator across industries, there has been debate about which approach is the…
The CFO: A Key Player on the Customer Experience Team
Customer centricity is not just a topic for marketing departments, customer service or sales. When companies take customer centricity seriously,…
Simplify the Customer Journey
„Research shows that simplicity is almost always the best option for boosting both company value and customer loyalty.“ Richard L.…
Customer Experience Tools and Trends, Bain & Company (2020)
Bain’s global survey on Customer Experience Tools and Trends gives valueable insights on the status and future usage of Customer…
How focusing on customers first and foremost can improve profitability, EY (2020)
Profitability improves through customer centricity A radical commitment to deeper customer centricity and employee engagement can translate into real competitive…
The Value of Customer Experience, HBR (2015)
Peter Kriss has found it is possible to quantify the impact of customer experience—and the effects are huge. Customer experience…
Customer First – How to create customer centric business, KPMG (2017)
How to create customer centric business and compete in the digital age. Today’s customers are better informed, better connected and…
Global Customer Experience Excellence Reports, KPMG (2019)
Customer first. Customer obsessed. Everything about the customer is changing – motivations, connections, expectations, time and purchasing power. Life events…
The journey toward customer centricity, Ernest & Young (2013)
The journey toward Customer Centricity. In this paper, EY explores how technology is changing consumer dynamics. Additionally they show how…
6 Ways to Build a Customer-Centric Culture, Harvard Business Review (2018)
Companies have been trying to adopt customer centricity for nearly 20 years now. But the CMO Council reports that only 14% of…