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...
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...