Are Customer Experience and Customer Centricity the Same?

Some people argue that terminology is not all that important. As long as you’re doing your work right, you might as well call things whatever you like. And while I am all Continue reading →

As soon as implementing customer centricity appears on your agenda, you begin asking yourself a lot of questions. The main one is – where to start? Every single thing looks like an opportunity lying right there, waiting to be explored. Continue reading →

The Inside-Out Outside-In Model

If you run a customer experience (CX) program, then you burn for customer centricity. You understand: your customers‘ CX depends on the products‘ effectiveness, the effort that comes with interacting with your company, as well as Continue reading →

When asking CX practitioners about their top challenges in running a successful CX program, here is what I usually get as an answer:

1. The path ahead for the program is not transparent – where are the pitfalls?
2. Our Continue reading →