Customer Experience Management

Human Centric CEO Podcast: Interview with Dan Cable (London Business School)

Customer Experience Management, CX transformation / By

Have you ever wondered how embracing purpose can transform not just your organization but also the lives of those within it? I genuinely believe that by focusing on purpose, employees, and customers, we can create a culture where everyone thrives. Let’s explore together how CEOs can make this a reality and the concrete steps they […]

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Human Centric CEO Podcast: Interview with Nawaf Al-Gharabally (Zain Kuwait)

Customer Experience Management, CX transformation / By

I’m excited to share some reflections from an incredible conversation I recently had with a CEO whose leadership and vision truly inspired me. During this podcast, we dove into the heart of what it means to lead with purpose, focusing on one central question: how do we create more human-centric organizations? In my experience of

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Give leadership a small role in your CX transformation… (yes, you read that right)

Customer Experience, Customer Experience Management / By

“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: we need to make a business case for CX. That was certainly important about 10-15 years ago. But

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Download Customer Experience Framework

Customer Experience Management, Framework Basics / By

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 contains three sheets: Comparison of a product-, customer- or human centric organisation. The latter to me is the

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Customer signals management as it was once intended

Customer Experience Management / By

Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. It’s now been eight years since I initiated customer signals management, and it’s awesome to see it implemented by many large organizations. And that there are even vacancies advertised for customer signals management. But those same organizations almost all struggle to get

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