The key piece of the puzzle: Change management

The key piece of the puzzle: Change management

In many customer experience research, expert interviews and case studies, we often see how important the concept of change management is for CX. There is no doubt that change management should be handled in a structured way for the customer experience program to...
Dream customer experience team – the “starting five”

Dream customer experience team – the “starting five”

Forrester recently shared 2022 predictions about customer experience. One of the predictions was: Customers will Want Over Half of the Pandemic-Era Services to Become the “New Normal”. As an example, one-half to two-thirds of the US and European consumers say that the...
Customer-Centric Organization

Customer-Centric Organization

Customer centricity is a way of doing business and a way of thinking that focuses on customer needs and is committed to creating a great customer experience. The goal is to provide customers with great experiences at each step of their journey, by focusing on what...
Closing the loop

Closing the loop

As Fred Reichheld and Rob Markey stated in their article*: “Closing the loop is a central element of the Net Promoter System℠. To close the loop is not only to let customers know that you have heard their feedback but also to bring the customer’s voice right inside...
Designing the moments that matter

Designing the moments that matter

Design thinking, experience design or service design. Sometimes our playing field seems to be dominated by jargons. Pretty similar terms but what do these words actually mean? And why is it worth to understand? The boundaries between physical products and services are...
Creating a Voice of Customer Program and Making it Work

Creating a Voice of Customer Program and Making it Work

  Simply, Voice of Customer (VoC) refers to the process of collecting customer feedback about a business, its products and services. Many companies believe that they have a VOC program in place, because they collect customer feedback through surveys. In reality,...

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