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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
Customer Experience
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 ...
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Employee Experience
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 ...
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Customer Experience
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 ...
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Change management
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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Customer Experience
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 ...
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Customer Experience
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 ...
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Customer Experience
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 ...
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Customer Experience Management
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 ...
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