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Creating a Customer Experience Culture: What needs to change first?

Creating a Customer Experience Culture - First change

30 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

By |2020-07-30T18:48:19+01:00February 26th, 2018|Business Transformation CX, Culture Transformations, Customer Experience, CX Crisis Management, Experience Design, Humans Experience, Innovations Impacting CX, People Experience, Quality CX Management, Technology Experience|Comments Off on 30 Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend!

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

Break the silos gap customer experience

By |2020-07-30T18:48:29+01:00February 25th, 2018|Business Transformation CX, Culture Transformations, Customer Experience, Customer Relationship, Customer Strategies, Customer Support and Care, CX Crisis Management, Enterprise Technology and CX, Experience Design|Comments Off on Tear Down This Wall: 27 Ways to Bridge the Gap between CX Company Silos

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

Treating Customer Experience Silos Dysfunctional

By |2020-07-30T18:48:37+01:00February 18th, 2018|Business Transformation CX, Culture Transformations, Customer Experience, Customer Strategies, Experience Design, Uncategorized|Comments Off on Old Version – Treating Customer Experience Silos Dysfunctional Syndrome, and Bridging it. 30 advice’s to Tear Down This Wall!

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.

By |2020-07-30T18:48:46+01:00November 13th, 2017|Business Transformation CX, Complex vs Simple, Culture Transformations, Customer Experience, Design Thinking For CX, Enterprise Technology and CX, Experience Design, Humans Experience, Technology Experience|Comments Off on Why Customer Experience & Tech are about Less than More? Stop Counterintuitive Design & Cut the Waste

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.

By |2020-07-30T18:49:53+01:00October 22nd, 2017|Business Transformation CX, Complex vs Simple, Customer Experience, Design Thinking For CX, Innovations Impacting CX, Usability and Design|Comments Off on The One Element Of Product & Tech Design That Kills Customer Experience

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.

By |2020-07-30T18:49:42+01:00October 4th, 2017|Business Transformation CX, Culture Transformations, Customer Experience, CX Crisis Management|Comments Off on The 22 Commandments Will Help You Overcome Customer Experience Quality Crises…