Many organizations are organized in “silos”. Departments such as marketing, production, sales and service each with their own – “vertical” – management and KPIs. Today, under the influence of contemporary developments, this model causes problems in the operation at...
A Customer experience (Cx) strategy drives successful and distinctive businesses. The introduction and implementation of a Cx strategy are complex. What are the pillars of a successful Cx approach? And what are the main focus areas for each pillar? What are the...
April 1st 2022, the moment of celebrating my 12.5 years as an entrepreneur in the CRM & Cx business. Moments of reflection, looking back and looking forward of my personal-professional CRM & Cx consultant journey. The idea arose for a global Cx moment of...
April 1st 2022, the moment of celebrating my 12.5 years as an entrepreneur in the CRM & Cx business. Moments of reflection, looking back and looking forward of my personal-professional CRM & Cx consultant journey. The idea arose for a global Cx moment of...
In the year 2022 the following themes will become the norm: agility, artificial intelligence, new leadership & empowerment of – remote working – employees and data-driven decision making. Driven by the redefined expectations of customers from services, rapidly...