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,…
On the same wavelength
The role of the customer journey for customer centricity. In the last two articles, we learned what customer data can…
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…
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…
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…