5 Key Steps for Designing Relevant Customer Journeys
Guest Author: Gökhan Kara, CCXP According to Millward Brown, only 45 percent of senior marketing professionals understand their customer’s journeys. It seems that customer journeys are still a new concept for many organizations. Customer journeys are not...
A Royal Road to Listening to Your Customers
Guest Author: Gökhan Kara, CCXP According to research by Oracle, 86% of consumers will pay more for better customer experience. Increased competition is forcing companies to differentiate through the experience they provide to customers. That’s why more and...
How Can AI Boost NPS Program Effectiveness?
NPS is a simple metric to measure, but it is not that simple to improve NPS score. Higher NPS score does not always guarantee better performance in business KPI’s. Yet, this is not to say that NPS does not have business impact. On the contrary, companies with...
How to Create Customer-Centric Culture?
Guest Author: Gökhan Kara, CCXP Creating a customer-centric culture is a hot topic. There are a lot of discussions on what customer-centric culture means and why it is important. However, it is still difficult to find guidelines on how to actually make it happen....
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