4 min. read | February 16 - 2021
When did you last (re)visit your customer journey?
The work with customer journey mapping and the understanding of your customer journey is important f...
Customer Experience Insights
Customer Experience
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5 min. read | January 27 - 2021
4½ books that are not about Customer Experience ...
... but which will still help you get better at it. My good colleague Else from marketing asked me t...
Customer Experience
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3 min. read | October 30 - 2019
The art of surveys in Paris
I am quite fond of art. Great art, for me, is when the artist knows his trade and his craft. During ...
Customer Experience
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4 min. read | October 30 - 2019
Standin’ on a Mountain Top
... song by Seals & Crofts. However, on this July day, the only music you can hear is the cling-...
Customer Experience
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5 min. read | March 08 - 2019
Why your strategy fails, and what you should do instead
The mood after the meeting of the governing board is sky-high.
Customer Experience
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6 min. read | February 05 - 2019
Design Thinking is the key to excellent customer experiences
At one of the year’s major Customer Experience conferences, CX Europe 2018, many presentations focus...
Customer Experience
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4 min. read | November 26 - 2018
Machine learning makes a goldmine of your survey comments
Imagine if your company could systematically - and at lightning speed – distill out the essence of t...
Customer Experience
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5 min. read | May 04 - 2018
Avoid harmful KPIs with 3 tips from behavioral psychology
I am surrounded by KPIs. The infamous Key Performance Indicators.
Customer Experience
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4 min. read | March 12 - 2018
Deliver improved customer experiences with synchronized insights
Companies have realized that working on improving customer experience leads to good business.