Alle Birds posts over: Customer experience
Vijf trends met een focus op waarden
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.
Wat is True experience?
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.
‘An app a day keeps the doctor away’
Hoe eHealth in te zetten voor een persoonlijkere, effectievere zorg?
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.
Kill the zombies!
Verslag van het HartmanEVENT 2015
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.
A strategic design movement started by followers
Trip report from INTERSECTION15
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.
Customer experience (67), CX excellence (9), User experience (39)
The most-frequently asked question from business answered
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.
Digital CX improvement requires a systematic approach
A Forrester paper commissioned by Informaat
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.
From customer service to brand experiences
"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.
Upcoming events 2014: The second half
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.
Customer experience (67), Service design (41), User experience (39)
From customer journeys to services and experience
A four-stage CX maturity model
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.
Four guiding principles for CX excellence
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 […]
Customer experience (67), CX excellence (9), Employee experience (5)
How employee engagement impacts the customer experience
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 […]
Customer experience (67), Digital strategy (22), Employee experience (5)
Delivering better UX through interaction and customization
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.
Introducing the Informaat Customer Experience Canvas
A model for the orchestration of customer experiences
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.
Where we are and what awaits us in 2014
Collecting new year trends from crystal ball readers
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 […]
Business processes (14), Change management (15), Customer experience (67)