Customer experience

Customer experience management and improvement.

Digital banking concept
Digital banking and mobile banking are mainstream, yet research shows that not all is well from the consumer perspective. What do customers expect from their banks? In order to know it's always good to conduct some (VoC) research and analyze the individual sitation as all banks are different and contextual...
Holistic
Being utterly customer-centric and putting customer (experience) first is a ‘must’ (and always should have been) and a mantra for all organizations. It’s even a core reason why organizations digitally transform. At least, so it seems. The real reasons why we focus so much on customer experience and the digital...
Big data, semantic understanding, sentiment analysis, neurobiology, genome research, artificial intelligence, neuromarketing: not a day goes by or amazing new discoveries and advances in any - and often many - of these fields are announced. We live in an age of data and certainly also of 'exact sciences'. I don't...
Bank city high street bank concept
The discussion about the future of retail banking and banks in general is gaining momentum. In an article on The Guardian (The Observer) website, Jill Treanor looks at upcoming announcements in the UK. And there are many challenges ahead in other countries as well. The “digitize or die mantra” in...
Genesys CEO Paul Segre at GForce 15 - via Twitter
With customer service and customer experience gaining the attention they deserve (well, the customer really) and the contact center being  in transformation from the organizational and functional viewpoint amid fast changing technologies and customer expectations, the vendor landscape is changing too. As there is no single solution that can tailor...
Matt Dixon quote CEB
Matthew - Matt - Dixon is Group Leader, Financial Services and Customer Contact Practices at CEB (Corporate Executive Board). If that doesn't ring a bell: Matt also wrote "The Challenger Sale: Taking Control of the Customer Conversation” and "The Effortless Experience: Conquering the New Battleground for Customer Loyalty". Effortless (customer)...
Customer disconnect
For many (really many) years now we've been talking about the disconnect with the customer. And the need to reconnect with the customer as the effects of a perfect storm - that's been in the make for decades - started being felt. The disconnect between what we believe as businesses...
The business impact of customer experience failure - source SDL slideshare - see below
SDL, touting itself as the leader in global customer experience solutions for quite some time now, feels it's time for a global customer experience (CX) wakeup call. In its latest research, appropriately called "The Global CX Wakeup Call", the company asked almost 3,000 people about their biggest customer experience...
In 2006 Jeanne Bliss published "Chief Customer Officer: Getting Past Lip Service to Passionate Action". Since then she has been helping leadership teams and CCOs (Chief Customer Officers) to find their united voice and become customer leaders. As each business (and each market, customer, context, leader, etc.) is different "finding...
What is the most important moment of truth shaping customer perception in a customer-facing operation or process? Is it when customers first get in touch with your business? Is it in the last mile of any transaction, service or logistics and the supply chain? Is it anywhere in-between or...
MyersBriggsTypes-by-Jake-Beech-Own-work.-Licensed-under-CC-BY-SA-3.0-via-Wikimedia-Commons
As organizations focus more on customer service, the customer experience and, well, anything that's customer-related, there's also an increasing attention for the psychological dimension of business (workers) and customers. Indeed, we have finally discovered that customers are human beings and that the customer experience, just like anything that touches us,...
CSI and NPS in the Kinepolis marketing and recommendation machine
Kinepolis is a Belgium-based yet internationally active player in the cinema industry. Although that definition is a bit too narrow: launched in 1997, the company is known for its so-called “multiplexes” and it offers more than movies. Kinepolis, with activities in Belgium, France, Spain, Poland and Switzerland, for instance also...
Forrester customer experience measurement infographic – NPS and CSAT not enough
On top of being incredibly important, the customer experience is also one of the hottest topics in 2015. Customers, what they expect from businesses and how their behavior has changed are major driver of digital marketing transformation and even take center stage in many digital transformation projects overall. Virtually everyone...
Where contact centers are missing the mark with customer care - Ovum
Contact centers are facing numerous challenges as customers become more expecting, display channel-agnostic behavior and use an increasing number of unstructured communication channels and data formats. As the contact center keeps going through digital transformations whereby "simple" tasks and processes get automated, channel preferences gradually shift and the fight to...