CX = a people business
Emotional targets and behavioral drivers are key and vital success factors for Customer Experience. With external customers as well as with internal CX adoption.
customer driven design
From ‘old old’ to new
In my industry (and I assume not only there), we speak a lot about ‘co-creation‘. A lot! Because we are deeply convinced that ideating and… Read more »From ‘old old’ to new
Sketch of a design funnel … for pharma people
The sequence of design thinking processes is not always as apparent and logic to people contributing than to the agencies facilitating (and who might be… Read more »Sketch of a design funnel … for pharma people
Customer community for support and ideation
Another online community case study by inSided. This time on KPN, who is delivering mobile, landline, TV and internet services to customers across Europe. KPN… Read more »Customer community for support and ideation
Online customer community boosting customer service
A nice study on T-Mobile NL – the Netherlands leading telco – has been shared by inSided. It talks about how an online community achieved… Read more »Online customer community boosting customer service
Does your customer portal meet customer needs … or yours?
OK, honestly spoken, I am afraid to say that when it comes to customer portals I might be biased. Over the past decades, I have… Read more »Does your customer portal meet customer needs … or yours?
“Burger Bullet” prototyping and mock-testing
What has an entertainment movie to do with serious CX design? Well, you might watch this clip from “The Founder 2”, to understand that prototyping… Read more »“Burger Bullet” prototyping and mock-testing
What Steve Jobs said about customer experience in 1997
A brief 2.5 mins video showing a CX lesson given by Steve Jobs at Apple’s Worldwide Developer Conference in 1997 already. Sounds familiar?