Contrary to what you might think, and even to what has been  previously   been posted on this blog, the alignment between AIAG and VDA practices, published in 2019, was not the 5 th  edition of the F...

Taking the customer and customer experience optimization deep into the entire organization as a driver for mutual and connected value, business transformation and a customer-centric and even people-ce...

Customer experience management. Three words standing for a whole discipline aiming at creating customer value through experiences which in turn leads to business value. Although customer experience ma...

Regardless of definitions, the value of customer experience management and the virtue of its practitioners mainly revolve around customer- and employee-oriented elements that have become more importan...

Robotic Process Automation technology or RPA is a relatively new technology. Even though it has not been around for long, it has already managed to gain an increasingly high amount of attention among ...

None [1] In a blog post on the changes in (digital) marketing budget allocation, I mentioned how the CMO and other managers and executives will have to learn more about technology and the social an...

/The technology trends 2019 report by Dimension Data offers ample forecasts and trends across various domains. The company also selected five trends that will determine the business technology landsca...

If you are leading a team using agile methodologies, you have probably already encountered situations where you had to improvise using feeling to provide responses to customers or supervisors. Allow m...

With the launch of version 2.1.4, SoftExpert is announcing news regarding SoftExpert Suite integrations. The  Workflow [1] ,  Incident [2]  and  Problem [3]  components now provide new possibili...

To really move towards a customer-centric approach you need responsibility and ownership. Someone needs to be responsible to create that culture /(with apologies to the anthropologists)/, identify the...

Customer-centricity: what is it and what does it even mean to be customer-centric? Does it matter to define it or look at how people define it? It sure does! Definitions, models, views and approaches ...

Digital transformation and digital customer experience in most cases go hand in hand. However, we shouldn’t make the mistake to reduce digital transformation to just the digital customer experience. N...