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 Customer Experience
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 ...
Today I came across a short discussion on personalisation, privacy, and their value between two great analysts - Esteban Kolsky and Ben Kepes - who, naturally, take different positions. I mean, where would the value of a discussion be when everybody agrees from the outset ... https://www.youtube.com...
Customer Service - The Great, the Bad, and the Ugly
09.27.12 6:36 AM - Comment(s)
We recently read Pete
r Shankman’s raving experience report about Morton’s Steak Houses where essentially the management of the restaurant chain went out of their way to provide a loyal, valuable (and influential on the web) customer with a surprise meal after he jokingly tweeted that he is hungry an...
r Shankman’s raving experience report about Morton’s Steak Houses where essentially the management of the restaurant chain went out of their way to provide a loyal, valuable (and influential on the web) customer with a surprise meal after he jokingly tweeted that he is hungry an...