by Magali Bil | Jun 23, 2021 | All, Customer Experience, Tips & Tricks
With the world slowly opening back up, we’ll likely be transitioning from a fully or mostly remote way of working to a more hybrid form. Even after being allowed to work on-location full time again, more people will continue working partially or fully remote than...
by Magali Bil | Jun 3, 2021 | All, Customer Experience, Tips & Tricks, Top Article
Net Promoter Score, or NPS, is probably one of the most well known and widely used customer KPIs. Despite its popularity in different types of organisations globally, there are some common pitfalls when it comes to this metric. These issues range from inaccurate...
by Magali Bil | Mar 18, 2021 | All, Customer Experience, Customer Journey Mapping, Tips & Tricks, Top Article
There is no denying emotions are an important part of any experience. But they’re complex, personal, and fickle things, fundamentally difficult to direct or control. Is happy even the ideal emotion for your customers to feel? How can you trigger certain emotions or...
by Magali Bil | Mar 5, 2021 | All, Customer Experience, Tips & Tricks, Top Article
Whether you’re a seasoned Customer Experience professional or only just getting started, you’ll probably need some help along the way. Time, resources, specific skills, or knowledge, usually CX projects are not something you can do all by yourself. It can be...
by Danny Peters | Oct 25, 2020 | All, Customer Journey Mapping, Tips & Tricks, Top Article
When an organisation starts visualizing Customer Journeys, or they develop in the field of Customer Journey Mapping, certain obstacles will arise. It’s important to identify and solve these issues early, as it will allow you and your organisation to work on...
by Manon van Poelwijk | Jul 16, 2020 | All, Customer Experience, Tips & Tricks
How can you convince number-focused stakeholders that Customer Experience Management (CXM) is the way to go when you don’t have the proof of CXM’s returns in your organisation yet? To make it easy, we’ve summarized the numbers from some prominent...
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