Vandaag duiken we in een onderwerp dat de laatste tijd veel aandacht krijgt: journey management. Zoals ik al in eerdere podcasts heb vermeld, wordt journey management steeds belangrijker. En wie kan daar beter over vertellen dan Danny? We kennen elkaar al een tijdje, hoewel niet heel goed, maar genoeg om te weten dat zijn inzichten […]
Podcast: Interview met Danny Peters (Milkymap) Read More »
Today’s topic is something that’s been gaining a lot of traction lately: journey management. As mentioned in previous podcasts, journey management is becoming increasingly important, and I couldn’t think of a better person to discuss this with than Danny. We’ve known each other for quite some time, although not super well, but enough to know
Podcast: Interview with Danny Peters (Milkymap) Read More »
In de post van vandaag duiken we diep in de inzichten die we deelden in onze recente podcast met Jochem, een pionier op het gebied van klantbeleving en vooral journey management. Pak een kopje koffie, maak het je gemakkelijk en veel leesplezier! De Kracht van Persoonlijke Connecties Allereerst wil ik Jochem van harte bedanken voor
Podcast: Interview met Jochem van der Veer (TheyDo) Read More »
In today’s post, we’ll dive deep into the insights shared in our recent podcast with Jochem, a pioneer in the field of journey management. Grab a cup of coffee, get comfortable, and let’s embark on this journey together! The Power of Personal Connections First and foremost, I’d like to extend a heartfelt thank you to
Podcast: Interview with Jochem van der Veer (TheyDo) Read More »
Welcome back, dear readers! Today, I’m excited to share some fascinating insights from a recent podcast conversation with Maxie Schmidt, a leading expert in customer experience (CX) from Forrester. In our discussion, we delved into the nuances of CX transformation, explored common pitfalls, and uncovered practical strategies to drive meaningful change in any organization.
Podcast: Business impact of customer experience Read More »
Vandaag deel ik graag mooie inzichten uit een recent podcast gesprek met Maxie Schmidt, een toonaangevende expert in customer experience (CX) bij Forrester. In ons gesprek doken we in de nuances van CX-transformatie, onderzochten we veelvoorkomende valkuilen en ontdekten we praktische strategieën om betekenisvolle veranderingen in elke organisatie te stimuleren. De Reis Begint: Begrijpen van
Podcast – Business Impact van Customer Experience Read More »
Introduction Have you ever found yourself lost in the labyrinth of customer journey maps, dashboards, and survey tools? You’re not alone. Many CX professionals are so enamored with the intricacies of customer experience that they sometimes forget the bigger picture. Today, let’s explore why focusing less on CX might actually lead to better results for
Why CX Should Focus Less on CX (Podcast EPS #27) Read More »
“Zanna, we mostly struggle with how to get our board and management more involved in CX.” A common challenge. Caused by common pitfalls. Pitfall 1: We need a business case Many CX programs start with this question: we need to make a business case for CX. That was certainly important about 10-15 years ago. But
Give leadership a small role in your CX transformation… (yes, you read that right) Read More »
According to Forrester, some 80% of CX initiatives lack execution power. I like to add: and business impact. CX is surrounded by fluffy and vague stuff, in part due to CX professionals themselves. Research that translates poorly into action, CX departments too far removed from operations, too much focus on new hypes and tools instead
In 5 steps to successful Customer Experience transformation Read More »
One of the key mistakes I see CX professionals and/or teams make, is that they take too much responsibility for Customer Experience. It’s not about you. It’s about all the non-CX departments. They are the ones that need to feel the added value of your insights, of your services so to speak. This is even
Why YOU should NOT lead your Customer Experience program… Read More »
