Customer Experience - EdwinBest.nl

Successful CX transformation with in the mix the IT-Change, Business-Change and Change Leadership

by Edwin Best | 12 February 2025 | Customer Experience, Customer Relations Management (CRM), Klantgericht Ondernemen, Transformation customer centric business, Uncategorized

Change management in general and CX transformation specific is one of the biggest CX issues in the world; Failing transformations, change saturation, frustrated CX teams. Call 2 action! I followed several Harvard courses about (change) management, became a Prosci...

Free interactive webinar “Successful marriage between CRM & CX. May 8th 14:00 CET

by Edwin Best | 20 April 2024 | CRM, Customer Experience, Transformation customer centric business

Free interactive webinar “Successful marriage between CRM & CX. May 8th 14:00 CET. This webinar covers the following two topics. Topic 1, the strategy and culture part; Every successful customer centric business is organised in 1) EX and 2) CX. Topics 2, the...

Customer centric business 2023. Top 4 Customer Experience, CRM & CX tools trends and developments

by Edwin Best | 16 May 2023 | CRM, Customer Experience

In the year 2023, the following themes will remain the norm: agility, artificial intelligence, data-driven working and new leadership & empowerment of – hybrid working – teams. Themes that are driven by current geopolitical, economic and digital...

Breaking down the silos part of the CX Strategy!

by Edwin Best | 21 April 2023 | CRM, Customer Experience

Silo solving must be an important part of the CX strategy! What customer wants: “get “their jobs done”, they don’t care how an organization is organized. They want a seamless – brand – experience across all touchpoints, without any hassle. But..Organizations are...

Breaking down the silos through journey mapping. Approach with double diamond

by Edwin Best | 1 June 2022 | CRM, Customer Experience, Klantgericht Ondernemen

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...