30 Top Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend!

Top 30 Customer Experience New Books, I Read in 2017 and 2018 Expected Books

Tear Down This Wall: 27 Ways to Bridge the Gap between CX Company Silos

bridge silos gap customer experience service

Old Version – Treating Customer Experience Silos Dysfunctional Syndrome, and Bridging it. 30 advice’s to Tear Down This Wall!

Treating Customer Experience Silos Dysfunctional

How Telefonica O2 got Customer Experience & Services so Wrong, and 27 Principles to save O2 Chaotic Experience

To say that the marriage between Telefonica and O2 is bad, is an understatement. Since the merger, Telefonica O2 yields high return, but poor quality in services and customers are the ones suffering the most.

Why Customer Experience & Tech are about Less than More? Stop Counterintuitive Design & Cut the Waste

This article will help you as a leader to decide or help your teams to decide where to cut useless features and functionalities. There is no sustainable customer experience without its real pillars: quality, design, great products, services and a human-centric design.

Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line

What is simplicity exactly? To me, simplicity means a demonstration of features, functionalities, processes, governance and design which are really necessary.

The One Element Of Product & Tech Design That Kills Customer Experience

In the technology industry, specifically within software and hardware usability, design and services, one of the biggest elements that hurts customer experience -- and by that I mean B2B and B2C customers -- is overly-complicated product design.

The 22 Commandments Will Help You Overcome Customer Experience Quality Crises…

In my last article, I talked about quality by looking partially at the Samsung Galaxy S7 product issues. My focus in working with clients is often all the risk aspects that can impact the quality of customer experience, so I want to continue discussing quality. In this article, we’re going to use two personal examples (from different sectors) to illustrate points about trust and customer experience.