Employee Experience & Customer Experience depends on strategy
This week, Andy Newman wrote a great article in The New York Times about the life of a retail sales agent. He used the example of an Old Navy…
Tag: technology
Corporate transformation will soon switch from digital to purpose
Today’s interview is with Mark Curtis, Chief Client Officer at Fjord (part of Accenture Interactive). Mark joins me today to talk about Fjord’s new Trends 2020…
Why Customer Experience transformations stall?
In this follow-up to my article titled “Has Your CX Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. In…
How to design the retail experience of the future
In preparation for this article about omni-channel experience for future retail, I thought first about the definition of omni-channel customer experience. I wanted to share…
The future of travel we deserve
This week on the CES 2020 main stage Delta’s CEO Ed Bastian presented a vision about the future of travel that “might happen in just a few years.” Many…
Customer Experience and Chatbots
It seems like every other proposal we do requires our touch on chatbots. This might even increase with 80% of brands wanting to introduce some…
Creating organisational change using Business Process Management (BPM)
For the past few months I’ve been engaging in an Enterprise Resource Planning (ERP) system merger & new supply chain management project. I was mainly involved…
Customer Experience Audit: Cadillac scores millennial customers with future-forward thinking
The automotive industry is right next to the airline industry in terms of innovation and keeping up with the pace of technology growth. Surprisingly, both are…
Customer Experience view of your call center technology
By 2022 the global cloud based contact center market is growing from USD 6.8Bn in 2017 to 20.93Bn in 2022. This makes for CAGR of 25.2%. If you…
What is big data and why should I care?
Big data has become part of our daily language. We read about it. We see companies that are “experts in big data.” LinkedIn is filled…