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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!

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.

By |2020-07-30T18:50:36+01:00February 5th, 2018|Customer Experience, Customer Relationship, Humans Experience|Comments Off on How Telefonica O2 got Customer Experience & Services so Wrong, and 27 Principles to save O2 Chaotic Experience

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

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.

By |2020-07-30T18:50:01+01:00October 30th, 2017|Complex vs Simple, Culture Transformations, Customer Experience, Customer Strategies, Design Thinking For CX, Enterprise Technology and CX, Experience Design, Innovations Impacting CX, Usability and Design|Comments Off on Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line

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…

Does Customer Experience fail due to design, culture, strategy, or … the “Q-word?”

Companies are shooting themselves in the foot consistently around their customer experience. Why? And how do we help them to make it better? In the past 18 months, we’ve seen several major customer experience blunders from big brands. There is a pathway to improving customer experience globally, but it’s not necessarily the way we think about it now. We need to shift our thinking to begin from a different place.