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....
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...
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,...
