A few years ago Disney embarked on a massive customer experience journey that included the introduction of a ‘Magic Band’. Disney at that time followed (and likely still does) an idea that can be paraphrased as looking at everything through the eyes of the customer and pay attention to all details. ...

Today’s customer is impatient. They want – and have the right to – get answers to their questions and concerns about a company’s products and services without being in the need to preform lengthy searches or to dig around. This holds true for pre-purchase questions as well as to post-purchase q...

Omnichannel – is it a Myth, Reality or Utopia?

Over the past 20 or so years the way products and services get sold and customer service as well as marketing get delivered changed dramatically. Gone are the times where a potential customer was addressed via a radio- or TV-spot or an ad printed in a n...

A while after my earlier discussion with Abinash Tripathy from Helpshift about the value for customer experience of bots in customer support he contacted me with some exciting news about what he and his team are doing now. Believe me, it is interesting – but read for yourself. Our conversation, of c...

Today Microsoft and Adobe announced a deep strategic partnership. Adobe will make Microsoft Azure its preferred cloud platform for their Marketing, Creative, and Document Clouds; Microsoft in turn will make Adobe Marketing Cloud its preferred marketing service for the Dynamics 365 Enterprise Edition...