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- All
- Brand experience
- Change management
- Customer Experience
- Customer Experience Management
- Customer Journey
- Customer service
- Drivers
- Employee Experience
- experience transformation
- Framework Basics
- Measurement
- Sense and Non Sense series
- Service design
- Service experience
- The 5 types of Experience
- User Experience
In 5 steps to successful Customer Experience transformation
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 …
Why YOU should NOT lead your Customer Experience program…
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 …
3 Superpowers of the Journey Map
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 …
Five tips for successful digital transformation thanks to customers ánd employees
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 …
Five key CX metrics nobody seems to think about…
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 …
How Tiny Habits can have a Big Impact
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 …
Net Promotor Score in 2023: Ask the right question!
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 …
Steven Covey’s Perspective on Customer Experience
“Why is it so hard to get CX at the top of the agenda in my organization?” “How can I create more sense of urgency for CX?” “It feels like I’m the only one who truly cares …
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