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- Sense and Non Sense series
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- The 5 types of Experience
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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
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 …
Fueling energizing transformation? Don’t forget to check the brakes!
In recent years I have been fortunate to implement my methodology across 18 countries. Not only an amazing personal journey, but also one that helped me experiment and learn in further developing a successful approach for CX …
To ‘map’ or not to ‘map’ the customer journey…
Customer journey mapping has become a core element of the customer experience field. Yet… there is still a huge challenge to truly add value for the organisation with journey mapping. The last few weeks I notice a …
How the new Corona context can fuel your experience transformation success
Corona seems to strengthen our (unjust) belief that urgent, daily issues are disconnected from improving customer- and employee experience. Looking back to all the conversations I’ve had about experience and Corona in the last few months, there …
Download Customer Experience Framework
The Customer Experience field can be kind of daunting. To create some clarity in the “experience swamp” I’ve created this download for you containing my customer experience framework. DOWNLOAD THE PDF CONTAINING THE CUSTOMER EXPERIENCE FRAMEWORK. It …
Energized virtual journey workshops (and other virtual sessions)
Due to the current Corona challenges, it was time to get creative. Normally we run the journey workshops live with a group of 10-15 participants from each department of the organisation. But this of course was not …
The 5 types of Experience series (1): Brand Experience is your compass
Do you remember in the previous blog, that only 5-10% of companies are truly good at CX, even though 85% claim it has top priority? Besides the NPS that is often unconsciously misused, there are other reasons …
Customer Experience needs journeys and drivers to make a difference (5 types series – part 2)
Using the compass of your brand experience from the previous blog, you can now start thinking about the experience you want to give your customers. Here, you combine what you want your brand to be, with topics …
Ready to deliver more impact with Customer Experience?
Apply for a CX pilot intake and together we will discover how you can map the journey, find the drivers and share the results to mobilize the organisation!