Customer engagement

Trust is broken
Trust in major institutions, media, business, CEOs, government and social (to name a few) has sunk to an all-time low since Edelman started publishing its annual Trust Barometer in 2012. CEO credibility dropped 12 points globally to an all-time low of 37% (2017 Edelman Trust Barometer) People now see media as...
Providing good customer self-service possibilities is a must. We have all the possibilities to enable it, customers want it and with smart technologies we dispose of the potential to make it more creative, relevant and a differentiating experience. Several brands have even succeeded in dramatically lowering customer service costs by...
Customer-centricity: what is it and what does it even mean to be customer-centric? Does it matter to define it or look at how people define it? It sure does! Definitions, models, views and approaches to be more customer-centric. While customer-centricity isn't new, it's increasingly used in the context of, among...

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