Customers own their experiences with a company, its products and services. Many companies still have the perception of inside-out and have lots of ideas, thoughts and confictions of how customers think of them. Strategist Julie Hunt provides a convincing overview of reasons why a proper customer journey map of touchpoints customers interact with supports a […]
With the avalanche of new consumer technologies, everyday life is changing rapidly. People are not what they use to be. Empowered by these technologies, they now create, connect, consume, communicate, and contribute intensively.
Besides Design, there are several other organizational challenges regarding customer experience; two of which are Culture and Strategy. In his article with the thought-provoking title Culture Eats Strategy For Lunch, Shawn Parr explains the crucial role, value and relevance of an corporate culture and how customers directly experience this culture.
In early 2009, the Dutch government laid out new requirements for its federal agencies, aiming to put in place cost-savings and efficiency measures. For the UWV (‘Uitvoeringsinstituut Werknemersverzekeringen’) -the agency responsible for employment– these triggered the start of a series of organization-wide changes that would dramatically improve the way it served its clients.
Paul Hagen (a.k.a. @paulhagen), one of the customer experience professionals from Forrester gets lots of questions where to get started with customer experience in large firms.
Speaker, author and entrepreneur Brian Solis (a.k.a. @briansolis) explains a new way of thinking about companies and their customers. With the new power tools they have obtained, customers now want to have different conversations with brands, organisations and companies. Business leaders must face up to the new challenges by putting customer experiences central, says Solis.
In her presentation Content Strategy: Why Now? Rachel Lovinger (a.k.a. @Lovinger) gives a comprehensive overview of the upcoming discipline and practice of content strategy.
In part two of a serie of articles on Service Design, author Brian Gillespie (a.k.a. @designbusiness) wrote about how financial institutions like banks can innovated with service design.
