December 2018 – Customer Experience & Customer Journey

In the classical marketing model, marketing is deemed to a funnel: at the beginning of the process (in the “awareness” stage) there are many branches competing for the attention of the customer, and this number is reduced through the different purchasing stages. Marketing is an action of “pushing” the brand through few touch points (for […]

The Customer Experience (CX) Management – in other words, the measurement and control of customer experiences – becomes a decisive factor in a company’s success in times of increasingly competitive market conditions. Traditional measurement methods for customer loyalty and customer behavior, such as the Net Promoter Score or the conversion model, fall far short simply

According to a study of the consulting firm Bain & Company, 80% of CEOs are convinced to offer their customers an excellent Customer Experience (CX), however only 8% of their customers felt the same way, which describes the dilemma.

Customer experience (CX) is expected to overtake price as a key product differentiator by 2020. However, businesses are already urged today to keep pace with customer experience innovation that can help gaining insight, scale and connect customer journey touch points, from the tested online experience to the monitored customer service experience, since CX has been

With qualitative online research, United Internet Media has found out which criteria influence users’ trust in digital media and revealed the result that who provides quality and reliability earns consumers’ trust. In addition, the study In Quality We Trust examined which requirements users place on personalized content and how media environments can guarantee quality.

The concept of the customer journey is very demanding, since it requires a consistent orientation to the digital transformation, both in terms of the processes depicted and the organizational structures. Furthermore, a powerful technical foundation is essential, or if the solution is to run in the cloud, the alignment of IT to cloud computing –

Pegasystems Inc., a provider of strategic software solutions for sales, marketing, service and operations, points out the stumbling blocks the customer journey is facing commonplace in practice:

A new competitive factor has emerged in today’s widely ramified brand landscape, which has in fact become one of the decisive factors for consumers when choosing an offer – the user experience. The choices between different providers with similar services are simply countless. Consequently, customers feel less and less likely connected and loyal to a

When it comes to customer-centricity, Customer Journeys are the melting pot of all disciplines and perspectives. Evidently, the enterprise around the customer journey in the daily business routine is initiated and managed by individual departments, such as marketing, sales, IT or service. As a result, despite considerable initial success, the creation of positive customer experiences,

Customer Experience (CX) is in vogue, as Google hits for CX confirm, which have risen from 80 million in 2011 to over a billion in 2018, apart from the fact that CX has been mentioned in many studies as a top management issue, even though companies are still struggling with it. Nowadays, it is obviously