Our Blog: Read About CX and Transformation

Picture of Dr. Zanna van der Aa
Dr. Zanna van der Aa

CX Transformation Leader

Experience engineering: a brilliant discovery, but how can you start it right now?

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Customer Experience versus Patient Experience: no real difference.

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What is the shelf life of customer inspiration? 3 x 7 tips!

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Quantumleap in experience

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Service design for social services

The idea began as… “Wouldn’t it be fantastic

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How the Net Promotor Score (NPS) lost its way, despite Reichheld’s good intentions…

Let me start by saying that Reichheld to

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Customer Experience Management : The Accelerate In Experience Framework Explained

Customer Experience Management is at the top of

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Customer Experience Management (CEM) v. Customer Relationship Management (CRM) v. Customer Contact Management (CCM)

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Emotional v. Functional Customer Experience: Know What Your Customers Want

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Improve My Satisfaction Where It Matters: The 10 questions for Email and Call

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Success in Customer Experience? Don’t Ask Your Customers What’s Important.

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Customer Experience Management: The 5 Success Factors of Your Customer Experience program in 2019

On November 14th 2018, I had the honor

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