Onze ideeën

Customer experience is hotly debated in the boardrooms of many organizations, whether profit or non-profit. While everybody agrees that CX is important, the questions are how to improve it and where to start. Many organizations struggle to orchestrate initiatives, projects and programs focusing on customers, employees, and the brand. CX professional Bruce Temkin has come […]

Suggest to a board level executive that they double the number of retail outlets – or expand product lines sold in a web shop – and they might easily envisage the required investment and predicted profits. Selling the value of a design project is notoriously more difficult, however.

What are the responsibilities and the authority of customer experience owners within organizations? This research question was answered by senior customer experience professionals and executives from leading telcos in various continents. Telcos are allocating the most resources to customer experience. But while 92% of telecom executives say that customer experience is a top strategic objective […]