When I first started using the journey map in 2006 (even though it wasn’t called that at the time), I immediately felt its power in all its simplicity. Now, 17 years later, I still believe it is the central tool for organizational transformation. The problem? I see many organizations that, due to the hype surrounding […]
3 Superpowers of the Journey Map Read More »
Digital transformation… Customer Experience transformation… These are easily and frequently mentioned terms, but making them truly tangible is often a challenge. As a loyal reader, you now know that I advocate for a specific driver technique based on my PhD (watch this video with the most common mistakes in CX if you want to learn
Five tips for successful digital transformation thanks to customers ánd employees Read More »
I was debating whether I should change the title of this blog to “Statistics must-haves for CX and EX professionals,” but I feared that would lead to little enthusiasm… 😉 Therefore, it became a mix: yes, I end this blog with 5 crucial CX metrics that almost no one thinks about, and I start with
Five key CX metrics nobody seems to think about… Read More »
Behavior change is the perfect glue that connects Customer Experience to Employee Experience. Without happy employees, there are no happy customers. It’s a frequently heard phrase that no one disagrees with, but to which little concrete action is taken. Employee Experience is much less in the spotlight than Customer Experience, despite all the research that
How Tiny Habits can have a Big Impact Read More »
I could have started this blog with a heartfeld argument why we should stop measuring NPS. There is enough evidence for that (check out my previous NPS blog to read more about that). But as far as I’m concerned, that’s the core of the problem: a discussion about the metric. Yes, you should roughly know
Net Promotor Score in 2023: Ask the right question! Read More »
