72% of firms indicate that improving customer experience (CX) is a top priority, according to a Forrester report. In a conversation with Fjuri CEO Thom Gruhler, Former CMO of Microsoft Windows, he indicated that a key challenge companies have developing superior CX is the way in which they think—and therefore manage—CX. Below is an interesting … Continúa leyendo Why More Companies Need To Focus On Holistic CX Rather Than Tactical CX
I recently talked with Fjuri CEO Thom Gruhler, former CMO of Microsoft Windows, about why companies need to focus on taking a holistic versus tactical approach when it comes to improving CX (see insights here). As a regular keynote speaker, Gruhler has also been quite vocal on the opportunities and challenges marketers face as they look … Continúa leyendo 6 Steps Marketers Can Take Now To Develop Stronger CX
Why is there a high failure rate of customer experience (CX) initiatives? Are they being hampered by a double standard related to brand promises? As I've highlighted in my previous post, the issues surrounding customer experience, as a job function, is that CX professionals and companies are not practicing 'Real CX'. In my opinion, Real CX should possess the following … Continúa leyendo Why your CX may be suffering from double standards | MyCustomer
From my point of view at a time when retail needs to reinvent itself and adapt to the new consumer that is looking for experiences, 3D printing and virtual reality can be its best allies.