Onze ideeën

Waardengedreven design is de volgende fase in customer experience. Trends als de technologische ratrace, klantbeleving als onderscheidend vermogen, ‘stakeholder value’ boven ‘shareholder value’, de publieke rol van bedrijven en GenZ laten zien waarom het slim is je strategie op waarden te baseren.

Echt, echt… wat is echt? Dat is in deze tijd van fake news, virtual reality en mindfulness een actuele vraag. Iets wat gebaseerd is op feiten? Of iets wat je raakt, iets wat van waarde is, betekenisvol is? Als we het betrekken op ons vakgebied, design, dan geloven we dat het ontwerpen van true experiences steeds belangrijker wordt.

Technologieën zoals Big Data, AI of Internet-of-Things bieden grote mogelijkheden voor de zorg. Maar hoe heb je er ook een positieve impact mee op het leven van patiënten én zorgprofessionals? Victor Visser heeft een antwoord.

Omnichannel en personalisatie, hét thema van het HartmanEVENT 2015. Zo'n 140 content professionals kwamen in Utrecht bij elkaar om ervaringen, ideeën en kennis uit te wisselen. Een impressie op basis van een selectie van presentaties.

INTERSECTION15 (28-30 april, Berlin) was integrated with Design Management Europe under the motto 'Design to align'. Attendees with various backgrounds, professions and perspectives all shared their common interest: getting design at the strategic level of the enterprise.

As design thinking in general and experience design in particular become more relevant in business circles, designers frequently are asked the question: What is the ROI of (customer) experience design? An answer with five datapoints.

To consistently meet or exceed customers’ expectations, firms must take a systematic approach to digital customer experience management. You can now download our free thought leadership report written by Forrester.

"Every business is a service business in some sense these days," says Mark Di Somma in a recent post on customer brand experience. For that reason, customers expect "customer service" as a pre-condition in their relationship with a company.

Hands-on workshops, inspiring presentations and creative stimulation. Events and conferences offer a wealth of opportunities for professional development. We’ve put together a hand-picked selection from the 2nd half of 2014 which we hope aligns well with your interests.

By now, many organizations understand the relevance of a customer focus and try to incorporate customer thinking in their strategy. However, confining a customer experience strategy to only customer services and customer journeys only is missing a trick. While they are both important, a larger opportunity exists by moving into customer-centric services and experiences.

Similar to operational, financial or strategic excellence, customer experience (CX) excellence is an organizational competence, capability or capacity. In the 21st century, organizations with a high degree of CX excellence are more successful than others. They focus not only on the needs, expectations and dreams of customers, they also tend to have high levels of […]

Engaged employees are a great asset for companies, especially in relation to delivering great customer experience (CX). In a webinar (2012), customer experience transformist Bruce Temkin (of the Temkin Group) and chair of the Customer Experience Professionals Association (CXPA.org) explains how companies with superior customer experiences and loyal customers deal with the engagement of their […]

Identification, Differentiation, Interaction and Customization are all key activities to better create and manage customer relationships. It’s the last two, however, that significantly impact customer experience. What do they entail? A recent post at 1to1media.com explored them in more detail.

Organizational barriers too often stand in the way of achieving excellent customer experience. Overcoming these barriers requires a new approach: Discovering the many facets which influence CX and understanding the timeframes in which they play a role. A model to visualize these facets – and support their orchestration – is needed.

At the end of every year, analysts, thinkers and watchers provide their view on where we stand and what’s ahead of us in the coming year. These crystal ball readers predict our future with lots of statistical materials, like diagrams, charts and other nifty visualizations. Applied to various domains such as the internet, mobile or […]