XOS // Creating an Operating System for Holistic Customer Experience Management
Exceptional customer experiences rarely happen by accident. They require a coordinated effort...
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Category: Innovation & Experience
Brand vs. Demand // The End of Nudging Customers to Buy?
In the fast-evolving landscape of marketing, a silent tug-of-war has been unfolding between brand...
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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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Vt=Vn*T^2 // How to turn customer experience into the operating system for new value creation
Companies that want to survive in the digital age must make the customer experience the operating...
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The CX Glossary // Or the attempt to find a common language
When company managers, consultants and agencies talk about customer experience, they often mean...
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Why CX is the brand management of the 21st century
You may have wondered how the demands on brand management have changed in the digital age –...
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Why the ‘business ecosystem’ is so important
Customer journey mapping is the perfect starting point to better understand the relevant...
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