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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
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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Customer Experience
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 ...
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Brand experience
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 ...
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Customer Experience
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 ...
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Customer 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 ...
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Customer Experience
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 ...
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