August 20, 2024
You can follow me now on Substack. Here I will write my thoughts and will engage with interested people in a more frequent way.
June 2, 2024
Moving to Customer context driven organization, requires a shift in focus from providing services that enhance the product to deeply integrating into the customer's life and context. But many organizations still struggle to fully align all aspects of their activities and priorities around the customer. Read more how to get started.
May 30, 2023
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 28, 2023
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
August 19, 2024
Products and services can be copied or improved upon by competitors, but a well-executed Customer Experience strategy builds long-term relationships that are resilient to competitive pressures. Read more why CX is a crucial strategic element for organizations.
May 6, 2024
Is the board ready to embrace Customer Experience?
Understanding the myriad forces at play is essential for unlocking the potential of Customer Experience (CX) strategies. Read more how dominant logic often still gets in their way to fully embrace Customer Experience as competitive advantage
December 24, 2023
How Customer Experience Influences Customer and Organisational value. I reflect upon my lessons learned after reading and writing this year about the value of Customer Experiences.
I will briefly touch upon how the customers unconscious mind plays a role in delivering customer value. What customer value actually means and how customer experiences can be linked to it.
Nov 11, 2022
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?
Jule 2, 2024
CX has become a critical topic in boardrooms. Discover why CX is a key strategic priority for organizations aiming for long-term success and how it directly impacts financial results. So, don't dash CX first if things go different
January 14, 2024
The concept of Customer Experience has become overused as to almost a cliché, but it remains, or still remain, an important management or board objective.
This article gives you an idea how we could add granularity to the broad CX definition.
October 29, 2023
My hypothesis is that when Customer Experience exceeds a certain threshold, the impact on profitable growth is lost. Which means that the optimal profitable growth from Customer Experience can be reached using the mid-point between two points. This requires research and this article set the initial context for this and drop some research questions on the concept of Customer Experience Elasticity.
Apr 19, 2023
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.
