“How to Build an Omnichannel Customer Experience”
Just a quick update, that I will be at the CX 3.0 Conference, held virtually next week Thursday, September 8th, at 9 a.m. CET. Find… Read More »“How to Build an Omnichannel Customer Experience”
about CX strategy
CX inspirations by CX domain/competency “customer experience strategy”
Is Pharma simply swamped by CX transformation?
Recently, I was thinking, that with all the recent advances, including CX but not limited to, we really expect a lot from our colleagues in… Read More »Is Pharma simply swamped by CX transformation?
Do you need a dedicated corporate CX strategy?
The answer by my CX executive peers had been very clear, “Just ask: ‘What is our CX strategy?‘ !”. My question was, “How can I… Read More »Do you need a dedicated corporate CX strategy?
Stop defining CX (just) as an outcome
I am honest. Sometimes I am seriously bothered. Bothered by the capriciousness, I see the “CX” label been used from time to time. I am… Read More »Stop defining CX (just) as an outcome
5 key actions to help a CX leader stay ahead of market disruption
So, you are in the middle of the Christmas break and start to get bored? Why not listening to an inspirational podcast episode by Jeanne… Read More »5 key actions to help a CX leader stay ahead of market disruption
Free “CX Leader’s manual” eBook by Steven Van Belleghem
Looking for an inspiring CX read for the upcoming break? Steven Van Belleghem has recently published an amazing eBook titled “The CX leader’s manual to… Read More »Free “CX Leader’s manual” eBook by Steven Van Belleghem
Mike Michael Hinshaw (Adobe) on the customer experience value chain
Read this article by Michael Hinshaw in the Adobe Blog …
20 real life CX inspirations by Blake Morgan
Be inspired by “20 Amazing Examples Of Customer Experience Innovation” which Blake Morgan has shared @LinkedIn today. From Mercedes to online retailer Boxed. Read more… Read More »20 real life CX inspirations by Blake Morgan
Pharma: “The Customer Experience Landscape in 2021”
Rich Schwartz of Medallia and Mark Bard of the DHC Group share research findings from both HCPs and marketers taking a look at the current role of CX in life sciences. They were joined by Laurie Meyers, Sr. Director, Experience and Engagement Design at Genentech and Jessica Saperstein, Head of Customer Experience and Consumer Marketing at Novartis to further discuss and apply these insights to the future of CX in the pharmaceutical industry.
Transforming CX by using journey maps
Forrester has published an inspiring case study about how DBS reinvented the Asian banking experience. Outcomes: 239 million customer service hours saved in 3 years… Read More »Transforming CX by using journey maps
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