Digital Transformation, much like customer journey mapping, customer engagement, customer experience management, is all the rage at the moment. Everybody - and their dog - talks about it. Including me ... but then I think the term is widely overused. The other ones, too. Many companies strive t...
Blog tagged as CEX
Digital Transformation. Heck, YES! But why?
04.27.16 2:22 PM - Comment(s)
Customer Experience and Design
04.18.16 4:02 PM - Comment(s)
Love Gears, FreeImages/deafstar A brief while ago I had a talk with Ian Hodge, a very established Australia based consultant. One of the topics we talked about was what customer experience is and how to measure it. This led to following brief conversation on LinkedIn. Hi Ian, you told me that ...
Customer Experience, Customer Engagement and CRM - Think Big, Act Small
01.15.16 5:34 PM - Comment(s)
Continuously improving the customer experience and customer engagement This is the second post in my mini series about continuously improving the customer experience and customer engagement in the triangle of Customer Experience Management (CEX), Customer Engagement Management (CEM), and Custo...CRM Evolution - Some not so random Thoughts
08.21.15 10:07 PM - Comment(s)
CRM Evolution 2015 was a very vibrant conference with lots of discussion that included a number of high profile industry influencers. For me as a first time attendee it was amazing how approachable many of these people are. But then this might come with the territory.
To understand these takeaways it...
