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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
Employee Experience is just as relevant as customer experience (5 types series – part 3)
Of the 5 types, employee experience is still the most overlooked, though I’m glad to say that it’s been gaining attention recently. Before delving into the scope of employee experience, I’d like to share with you a …
Service Experience holds the key to make an easy business case for experience (5 types series – part 4)
Have the previous 3 types of experience helped you gain clarity in your organization about what’s what, and who plays what role in improving the experience? Type 4 goes one step further again in unraveling the experience …
User Experience needs to be connected to the 4 other types of experience (5 types series – part 5)
This fifth and final blog in the series dealing with the 5 types of experience, is all about user experience. Let me start once again with a modest disclaimer: simply reading this blog will certainly not make …
Employee Engagement and Leadership: 5 Interventions that Enhance Engagement
Wouldn’t it be great to get some hands-on ideas on how to improve the engagement of your employees? That’s exactly the goal of this blog, based on the book Alive at Work by Dan Cable. It’s a …
How the Net Promotor Score (NPS) lost its way, despite Reichheld’s good intentions…
Let me start by saying that Reichheld to me is the author of my first bible, so this article has no intention to “bash” his work. The goal is to help organisations understand why their CX is …
The Risk of AI in Customer Experience Research (The Sense and Non Sense Series)
You cannot read any trends in customer experience, without reading about the huge potential of artificial intelligence (AI). And there is not a CX tooling company that is not promoting its AI capabilities. But is AI the …
NPS v. CES v. C-SAT: When to Use What (The Sense and Non Sense Series)
Update dec 2019: also check out this new blog about NPS. Wondering what is the best metric to use in what situation? In this blog, I will share the pros and cons of the three most commonly …
Employee Engagement: How to Measure Emotional Engagement (The Sense and Non Sense Series)
Without Employee Experience there is no Customer Experience. Happy employees are at the baseline of each successful organisation that wants to grow toward more customer- and even human centricity. Schlessinger and his colleagues already proved this in …
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