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The true meaning and benefits of customer-centricity explained

Customer-centricity: what is it and what does it even mean to be customer-centric? "Becoming more customer-centric." Just like "enhancing the customer experience," it comes back as a goal in virtually all digital transformation projects,...

Customer experience: emotions, emotions and a word on the brain

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...

The quality of your customer (journey) insights – get out

Do you know what executives who know their customers very well and can put them in their shoes better than others, do? They don't sit behind computer screens, in planes or in boardrooms the...