Author: fbennien
How to deal with major disruption // Manage the now, prepare for the ‘new normal’
There are numerous posts about how to respond to the current COVID-19 crises and I thought long...
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Data overkill // Suffering from CX VOC analysis paralysis?
There is a common phenomenon, that more and more companies implement ‘Voice of the...
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VOC is CX // How the quest for understanding customers’ needs impacts their journeys & experiences
How many of these little pop-ups that ask you for feedback did you click away? And how many of...
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The illusion of rationality // Personal value beats business value in B2B decision making
For decades, many marketing professionals and academics believed that there is a big difference...
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