by fbennien | 10 Mar 2018 | Blog
By Felix Stöckle 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....
by fbennien | 17 Aug 2017 | Blog
Lots of businesses are so focused on their internal structures and processes, they tend to forget what their customers really want. They just don’t listen and operate inside-out, instead of outside-in. In many cases the same is true for their employees. Taking a...
by fbennien | 10 May 2016 | Allgemein
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,...
