Customer experience research: why it’s not a ‘cow and scale’ story
When it comes to customer experience practices, many companies have a mature process in place to measure touchpoints on an…
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Ingredients of Customer Centricity: Extreme Creativity
Customer Experience determines not only whether a brand survives, but also whether it thrives. In this series of articles, our…
Ingredients of customer centricity: Extreme Speed
Customer centricity means that brand owners need to step outside the boundaries of their business. Also, they should consider their…
Ingredients of customer centricity: Extreme Customer Obsession
We are in the midst of a Copernican Revolution. Businesses that revolve around their customers outperform and outlast brands that…
Customer centricity: the new Copernican revolution
Some 450 years ago, Nicolaus Copernicus concluded that the Sun (and not the Earth) is at the center of our…
How we keep on aiming for the sky with our SkyPriority research app
The digital age is moving at an ever-increasing pace. This manifests itself not only in the speed of new technological…
3 steps towards a truly consumer-centered organization
Do you think your company is consumer-centered? Think again. Many companies have different practices in place for defining and delivering…
3 collaborative ways to drive great customer experience
Many will agree that engagement and connectivity within the organization are key for a future-proof company. This was again made…
10 tips to move from Customer Service to Customer Activation
In plenty a company, customer service is the only tangible contact (or touchpoint) a customer has with a company. A…
The future of customer service: From personal, to self, to crowd service
As published on the Conversation Management blog by Steven Van Belleghem on November 4, 2013. The corporate world is at…
How customer centric is your organisation?
Everybody wants to be customer centric, but the actual realisation differs from company to company, so we learned from a…