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CXPA // Demystifying the ROI Challenge – How to Make Sure Your CX Program Delivers Value

CXPA // Demystifying the ROI Challenge – How to Make Sure Your CX Program Delivers Value

by fbennien | 25 May 2020 | Blog

If you want to better understand how to create a positive ROI for your CX initiative(s) by focussing on value creation, watch my latest video for the CXPA Insight Exchange Video Series: Felix Bennien focuses on customer-centric business transformation and business...
Sunday Readings #6 // Manage the now, prepare for the ‘new normal’​

Sunday Readings #6 // Manage the now, prepare for the ‘new normal’​

by fbennien | 19 Apr 2020 | Blog

There are numerous posts about how to respond to the current COVID-19 crises and I thought long and hard about adding my own perspective – or stay silent … But this is a time of sharing, so here we go …   A two-speed challenge First of all, things will...
Sunday Readings #5 // Suffering from CX VOC analysis paralysis?

Sunday Readings #5 // Suffering from CX VOC analysis paralysis?

by fbennien | 9 Feb 2020 | Blog

There is a common phenomenon, that more and more companies implement ‘Voice of the Customer’ platforms, but then get overwhelmed by the data they collect – not really knowing what to do with it. There are a couple of reasons for this. First of all, I tend...
Sunday Readings #4 // How the quest for understanding customers’ needs impacts their journeys & experiences

Sunday Readings #4 // How the quest for understanding customers’ needs impacts their journeys & experiences

by fbennien | 17 Mar 2019 | Blog

How many of these little pop-ups that ask you for feedback did you click away? And how many of those emails that ask you to take a short survey did you delete without even opening them in recent days, weeks and months? We do it every day. As do most customers. Because...
Sunday Readings #3 // The illusion of rationality // Personal value beats business value in B2B decision making

Sunday Readings #3 // The illusion of rationality // Personal value beats business value in B2B decision making

by fbennien | 9 Sep 2018 | Blog

For decades, many marketing professionals and academics believed that there is a big difference between B2C and B2B marketing. The rule of thumb was that, whereas consumers can be influenced by emotional advertising and psychological messaging, professional decision...
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  • CXPA // Demystifying the ROI Challenge – How to Make Sure Your CX Program Delivers Value
  • Sunday Readings #6 // Manage the now, prepare for the ‘new normal’​
  • Sunday Readings #5 // Suffering from CX VOC analysis paralysis?
  • Sunday Readings #4 // How the quest for understanding customers’ needs impacts their journeys & experiences
  • Sunday Readings #3 // The illusion of rationality // Personal value beats business value in B2B decision making

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