It is time to Reimagine

Make it an Experience ...

May 30, 2023

Digital Experiential Value
Value series

There is no single and easy way of understanding your customers’ perception of value. In this article I use the concept of traditional value equations as an approach to find out how the trade-off between perceived customer digital experiential value and supplier value works and how an organization can optimize for a win-win situation.


I will dive into the different equations of customer value and will posit that a small change in sacrifice will have substantial leverage on perceived Digital Experiential Value.

Mar 7, 2023

Digital Customer Experience Elasticity Part IV - conclusion:
Experience series

Customer Experience is a relatively new concept, in both theory and practice, which has gained larger attention in the recent past, particularly in the last three decades. In this article I conclude on the previous three articles on the different assertions I made on the impact of Digital Customer Experience on Business Economics.

Jan 24, 2023

Digital Customer Experience Elasticity Part I:
Experience Series

The field of business economics provides an interesting analogy: that of elasticity. Whatever your product, there's no single price point that will make all customers buy even though none would have paid a higher price.

I argue that the impact of Digital Customer Experiences on demand is a mathematical function

Apr 19, 2023

Digital Experiential Value Part II
Value series

Many organizations try to prevent any breakdowns while delivering customer value. But, there is actually a great opportunity for organizations to differentiate when something goes wrong. Read this article about how the unconscious digital customer value becomes conscious and how this differs during the different stages of the journey.

Feb 21, 2023

Digital Customer Experience Elasticity Part III:
Experience series

In this article, I argue that the impact of Digital Customer Experience has a significant cushioning effect on demand when the sector is at risk. When a sector or industry is at growth, the effect is positive but less significant compared to when a sector is at risk.

Nov 11, 2022

Storytelling is the New Black - again:
Experience series

We are entering the age of conversational interfaces that are powered by our voice or gestures. In this article I share my view on what that means for designing, managing and delivering content when the interface is conversational?

Mar 28, 2023

Digital Experiential Value
Value series

Delivering Digital Customer Experience invariably raise questions about business economics, priorities, and how to invest in it. Without a quantified link tovaluesuch efforts often can’t show clear gains and as such clear foundation to create momentum in your organisation. Read this article to understand how Icombine different classifications of Customer and Business Value and put them in the context of Digital Customer Experiences

Mar 24, 2023

Digital Customer Experience Elasticity Paper
Experience series

Digital Customer Experience Elasticity is the measurement of the degree of change in demand and/or price in response to a change in Digital Customer Experience. Download the paper below.

Feb 07, 2023

Digital Customer Experience Elasticity Part II:
Experience Series

In this article I will further elaborate on Digital Customer Experience elasticity in the context of elastic and inelastic products and services. Before you continue, I highly recommend revisiting this article first.