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- All
- Brand experience
- Change management
- Customer Experience
- Customer Experience Management
- Customer Journey
- Customer service
- CX transformatie
- CX transformation
- Drivers
- Employee Experience
- experience transformation
- Framework Basics
- Measurement
- Podcast
- Sense and Non Sense series
- Service design
- Service experience
- The 5 types of Experience
- Uncategorized
- User Experience
CX transformation
Podcast: Interview with Danny Peters (Milkymap)
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 ...
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CX transformatie
Podcast: Interview met Jochem van der Veer (TheyDo)
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 ...
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CX transformation
Podcast: Interview with Jochem van der Veer (TheyDo)
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 ...
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CX transformation
Podcast: Business impact of customer experience
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 ...
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CX transformation
Podcast – Business Impact van Customer Experience
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 ...
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Uncategorized
Why CX Should Focus Less on CX (Podcast EPS #27)
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 ...
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Customer Experience
Give leadership a small role in your CX transformation… (yes, you read that right)
“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: ...
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Customer 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 ...
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