When we look at the single ‘digital’ customer experience, we see many differences. Look at it this way: there is a total difference between the expectations and experiences we have when seeking custom...

The customer doesn’t care about digital customer experience – he cares about experiences and digital. So, the question remains. Is that attention for the digital customer experience necessary? In the ...

As people – customers, consumers, prospects – use ever more digital channels and devices in their interactions with brands and organizations, there is an exponential attention for digital customer exp...

Is there such a thing as “digital customer experience” and even a “social customer experience”? Yes and no. We can look at the overall  customer experience [1]  in the context of digital touchpoints. ...

However, back to the core theme of this article: digital transformation and the customer experience. There are some important things and caveats to keep in mind when looking at digital transformation ...

** The customer experience plays a crucial role in digital transformation. Or better: many digital transformation initiatives arise from pain points, business/innovation needs and growth/transformatio...

** So, improving the customer experience ranks high on the agenda of many organizations and executives. Because it’s important, because competition is getting better at offering great customer experie...

With customer journey mapping, you can look at the customer experience and many related customer-oriented processes and plans by putting the customer journey in the middle, most often using personas a...

No one ‘owns’ the customer experience except the customer. Yet, customer experience excellence requires leadership, executive prioritization and an enterprise-wide approach, with a clear place for cu...

Leaders in cultivating customer experiences outperform others by 43%- Forrester via VisionCritical [1] Let’s first look at why customer experience matters. We all know the obvious answers as they get ...

*Müşterilere bireyler olarak yaklaşma konusundaki yetersizliğimiz ve müşterilerin gerçekte ne istediğini anlamamamızın yanı sıra müşterinin duygusal gerçekliğini küçümsememiz, müşteri deneyimi boşluğu...

So, the term “customer experience management” (CEM) –literally managing customer experiences – might seem somewhat of a weird term at first sight and maybe even out of touch with a changing reality. ...