Vt=Vn*T^2 // The trust formula // How to create new value by making CX your OS

Businesses that aim to survive in the digital age need to make customer experience their underlying operating system – to create new value for both, customers and their business. On this journey, customer trust becomes the most crucial success factor. This makes CX the new formula for brand success.

How to achieve this goal? You can read a practical guide to success in my most recent article.

Please find a free copy of the English version here. There is also a CX glossary included in this version.

The German version is available here.

Source: Felix Stöckle, Markenartikel, Heft Nr. 12/2017, markenartikel-magazin.de

Why business ecosystems matter

Mapping your customers’ journeys and identifying their touchpoints, painpoints and moments of truth is a great start to optimize your customer experience. But only if you fully understand and start to manage the underlying business ecosystem of people, processes, systems and technologies, you will be able to deliver a substantially better experience to your customers … read more