Customer experience management - putting the customer first
Customer experience management. Three words standing for a whole discipline aiming at creating customer value through experiences which in turn leads to business value.
Although customer experience...
Customer journey mapping: understanding the customer
In our introduction to customer journey mapping, we looked at the what and why, with several tips to use customer journey maps beyond the strict scope of customer experience management.
Essentially,...
Digitalization and the human element in technological change
One of the key reasons technology implementations, digital transformation efforts, IT projects, customer service or experience optimization plans and digital business projects fail is the lack of...
Government: the Digital Transformation Office case
Depending on the organizations people interact with, they get different labels: consumers, patients, clients, citizens, customers, the list goes on. Just as there is an increasing focus on the...
Digital transformation, the customer experience and marketing
Although digital transformation is about much more than customer-facing functions, it’s clear that in many transformation projects, the customer experience is a key driver and catalyst. In more...
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