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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...
9 years ago
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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...
9 years ago
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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...
9 years ago
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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...
9 years ago
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Guide to persona and buyer persona models for integrated marketing
Using personas in (online) marketing is not new. Among others conversion optimization practitioners, user experience designers, web developers and usability experts have...
9 years ago
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