Τελευταία εικόνα μέλους
The Attention CX Collapse: Competing in a 7-Second Economy
he Attention Collapse: Competing in a 7-Second Economy explores how attention scarcity is reshaping customer experience. Drawing on research from Microsoft, Stanford University, McKinsey, Forrester, Qualtrics, and Harvard Business Review, this piece unpacks the neuroscience behind focus, multitasking, and cognitive overload. It shows how modern CX design must evolve from capturing attention to caring for it — creating slower, deeper, and more meaningful interactions that build emotional trust in a distracted world.
The Choice Overload Syndrome: Why Too Much Freedom Feels Like Chaos
The Choice Overload Syndrome explores how too much freedom in customer experience leads to cognitive fatigue and emotional disconnection. Drawing on Barry Schwartz’s The Paradox of Choice and research from McKinsey, Forrester, Qualtrics, and Harvard Business Review, this piece shows how overchoice reduces satisfaction, trust, and loyalty. Learn how brands can use behavioral science and experience design to reduce decision fatigue, guide customers intelligently, and replace complexity with clarity.
When Customer Empathy Becomes Manipulation
This article explores the fine line between customer empathy and manipulation in modern CX. Using psychology, philosophy, and real-world examples, it explains how brands sometimes use emotional insights to push sales instead of building trust. The article argues for ethical empathy — designing long-term, win-win relationships that balance sustainable profitability with genuine customer care.
The Forgotten Customers
Joao Pereira highlights the hidden risk of the “silent middle” in customer experience — those who neither complain nor praise. This article explores the psychology of disengagement, why silence signals indifference rather than satisfaction, and offers concrete tools for CX leaders to detect and re-engage forgotten customers before churn happens.
Satisfaction Metrics Are Killing Innovation
In this article, we argue that traditional satisfaction metrics like CSAT and NPS trap companies in the safe middle ground, rewarding predictability over bold innovation. Drawing on behavioral science, philosophy, and a fictional airline case study, this article shows why satisfaction is a ceiling, not a launchpad — and how CX leaders can measure emotion, memory, and loyalty behaviors to create experiences that are memorable, meaningful, and truly differentiating.
Are Loyalty Programs Bribes in Disguise?
This article argues that most loyalty programs are transactional bribes disguised as relationships, built on discounts and points rather than a true connection. Drawing on behavioral science and customer experience insights, this article critiques traditional schemes and offers a new path to loyalty through trust, identity, belonging, and purpose-driven engagement that adds real value to the customer-brand relationship.
CX Theater: Why Companies Pretend to Care
In this article, the illusion of CX Theater is exposed, where companies rely on scripted empathy, endless surveys, and glossy touchpoints without real change. We explore why businesses fall into the trap of optics over substance, the hidden costs of pretending to care, and how leaders can dismantle the theater by empowering employees, fixing backstage processes, and building authentic customer experiences rooted in trust and action.
Why Boredom is the Silent Killer of Customer Loyalty
This article explains why boredom, not dissatisfaction, is the real driver of customer churn. Drawing on behavioral science concepts like novelty bias, the hedonic treadmill, and Kahneman’s peak-end rule, this article shows how indifference erodes loyalty more quietly than bad experiences. With practical tools, a fictional airline case study, and strategies for designing surprise, meaning, and emotional resonance, CX leaders learn how to fight boredom and keep customers engaged.
Stop Asking Customers What They Want
Let’s challenge the traditional CX mantra of “listening to customers”, shall we? This article does just that, by showing why customers often can’t predict what they truly want. Drawing on insights from behavioral science, decision-making biases, and iconic business examples like Netflix, Apple, and Starbucks, this article explains why observing behavior, designing around human psychology, and testing new ideas drive innovation. CX professionals will learn practical tools to uncover unspoken needs and build loyalty beyond surveys.
The Peak-End Rule in Action: When a Good Ending Covers a Bad Beginning
This article illustrates Daniel Kahneman’s peak-end rule through a real-life customer service story: wrongful charges on a credit card were overshadowed by a quick and positive resolution. This article examines how endings influence customer memory, why some companies may design journeys that capitalize on this bias, and what CX leaders should do to foster trust rather than masking poor practices.
My CX Crystal Ball: 5 Uncomfortable Trends That Will Shape the Next 5 Years
Five bold, non-mainstream predictions that will redefine customer experience over the next five years. From the death of the average customer to the rise of Emotional ROI, the end of privacy, the AI/automation paradox, and reputation shifts to private channels, this crystal-ball forecast explores how these trends will disrupt CX and what business leaders can do now to stay ahead.
Check these controversial crystal-ball future visions for CX in this article!
The Missing Metric: Why We Should Measure Emotion, Not Just Satisfaction
Introducing the Emotional Impact Score (EIS), a new customer experience metric that goes beyond NPS and CSAT to measure how interactions truly make customers feel. Backed by behavioral science, emotional granularity, and the peak-end rule, EIS helps companies uncover hidden drivers of loyalty, reduce negative emotions, and design experiences that customers remember and return for.
Learn more about it in this article!
Who Moved My Customer?
In Who Moved My Customer?, Joao Pereira explores how customer behavior evolves faster than most companies can adapt. Using insights from behavioral science, nudge theory, and habit design, this article reveals why loyalty is a daily choice, not a lifetime guarantee. Learn how to spot early signs of customer drift, reduce friction, and keep your brand experience fresh so customers stay engaged before they wander to competitors.
Experience Debt: The Hidden Tax You’re Already Paying
Experience debt is the silent killer of customer satisfaction and brand loyalty. In this article, we explore how delayed decisions, neglected CX improvements, and friction-filled touchpoints quietly erode customer trust and employee morale. Backed by behavioral science, philosophy, and real-world insight, the piece highlights why experience debt accumulates, how it impacts business performance, and what companies can do to fix it. Learn how to identify emotional friction, reduce customer effort, and design a human-centric experience that’s both memorable and sustainable.
Fix Your Internal Communication Before You Fix Your Chatbot
Many companies rush to fix their chatbots without addressing the real issue: broken internal communication. In this practical and provocative article, discover how poor knowledge flow, inconsistent policies, and siloed updates silently sabotage customer experience. Learn how to audit your internal systems, streamline information sharing, and create a reliable knowledge architecture that empowers employees and improves automation results.
Fix your internal comms—then your chatbot will finally work.
AI Can’t Save You from Mediocrity
Discover why artificial intelligence can’t fix broken customer experiences or toxic workplace cultures. In this bold CX article, we explore how automating mediocre service only amplifies poor design, emotional disconnect, and internal dysfunction. Backed by insights from neuroscience, philosophy, and human experience strategy, learn practical steps to align AI with empathy, purpose, and real human value.
#CX , #AI , #HumanExperience , #EX , #Automation , #DigitalEmpathy , #OrganizationalCulture , #HXRevolution , #Neuroscience , #Philosophy , #EmpathyAtScale , #TheH2HExperiment
CX Won’t Save You if Your Culture Sucks
Discover why customer experience (CX) efforts fail without a strong company culture. This article explores the deep connection between employee experience (EX) and CX, using insights from neuroscience, psychology, and leadership practices. Learn how toxic work environments silently destroy customer trust—and get practical strategies to align culture and experience from the inside out.
Stop Measuring NPS. Start Measuring Regret.
Discover why Net Promoter Score (NPS) may no longer be the most reliable metric for customer experience. This article explores the power of measuring customer regret instead—offering a deeper, emotionally-driven alternative backed by neuroscience, psychology, and practical CX insights. Learn how to ask the right questions, decode customer disappointment, and turn regret into transformation.
Closing the Loop on Negative Feedback: The Art of Turning Complaints into Loyalty
Learn how to turn negative customer feedback into brand loyalty by closing the loop. This article offers a practical framework backed by neuroscience, psychology, and real-world examples to help businesses respond with empathy, action, and transparency, building stronger relationships and improving customer experience.
Frontline Empowerment as a CX Strategy
Discover why frontline empowerment is the secret weapon for outstanding customer experience. In this article, we explore how giving frontline employees the autonomy, tools, and trust to act improves CX, boosts team morale, and drives innovation. Learn practical strategies to build a culture of empowerment that transforms every customer interaction.
#HumanExperience #CustomerExperience #Leadership #CXStrategy #Empowerment #EX #BANI #HXRevolution #TheH2HExperiment
Customer Journey Mapping 2.0: From Linear Fantasy to Adaptive Reality
Why traditional journey maps don’t capture real customer behavior
Are you tired of the old, predictable customer journey maps that fail to reflect how people actually behave? Discover the engaging world of Journey Mapping 2.0, where paths are no longer linear but adaptive, reflecting the chaos and complexity of real human emotions and behaviors. Dive into this transformational approach and learn how you can design better experiences by understanding the true, unpredictable nature of customer journeys. Ready to embrace the mess and craft journeys that resonate with reality? Join us in exploring this innovative and exciting perspective.
The Future of Work is HX: What Comes Next?
And here we are, at the end of the HX series, hoping it has been joyful and insightful for you. We are closing it with the certainty that the future of work isn’t faster.
It’s deeper.
We’ve reached Article 10.
In this closing piece, I reflect on what comes next in a world being reshaped by AI, burnout, and a longing for purpose. And the answer is clear:
-The future of work is HX — Human Experience.
Not as a trend, but as a transformation.
-From transactional workplaces to experiential ecosystems
-From automation overload to rehumanizing how we work
-From surface change to real, embodied leadership
This isn’t the end. It’s the beginning.
Of new questions. New rituals. New ways of showing up.
Read the full article and tell me:
What part will you play in building a more human future of work?
#TheHXRevolution #HumanExperience #DecisionMaking #Neuroscience #Stoicism #Leadership #OrganizationalPsychology #ReturnOnExperience #ROX #CX #CustomerExperience #EX #EmployeeExperience #H2H #HX #TheH2HExperiment #EmotionalIntelligence #SelfAwareness #Mindfulness #CultureTransformation
The Personal Side of HX: Transforming Yourself to Transform Your Organization
Want to change your company?
Start by changing your relationship with yourself.
In business, we often look outward: systems, strategy, culture, process.
But real transformation?
It starts inward.
In Article 9 of The HX Revolution, we explore what I believe is the real secret to sustainable change:
-Why personal growth is the foundation of business transformation
-How self-awareness, mindfulness, and emotional intelligence shape human experience at work
-And simple, practical ways to begin your own HX journey — from the inside out
Because your energy creates experiences.
Your presence sets the tone.
And the way you show up every day… teaches others how to show up too.
Read the article and let me know:
What’s one inner shift that’s changed how you lead, collaborate, or connect?
#TheHXRevolution #HumanExperience #DecisionMaking #Neuroscience #Stoicism #Leadership #OrganizationalPsychology #ReturnOnExperience #ROX #CX #CustomerExperience #EX #EmployeeExperience #H2H #HX #TheH2HExperiment #EmotionalIntelligence #SelfAwareness #Mindfulness #CultureTransformation
Measuring the Unmeasurable – The Science of HX Metrics
“But how do we measure it?”
If you’ve ever talked about emotional climate, purpose, or psychological safety in a boardroom, you’ve heard that question.
And honestly? It’s a fair one.
In Article 8 of The HX Revolution, we go deep into the science of measuring the human experience — without reducing people to data points.
– Why traditional KPIs fail to reflect how people actually feel
– What neuroscience and psychology say about how we remember experiences
– How to shift from ROI to ROX: Return on Experience
– And most importantly: practical, human-centered ways to listen at scale and design better
Because data is only as meaningful as the questions we’re brave enough to ask.
👇 Read the article and join the conversation:
What’s one signal you use to understand the emotional health of your team or business?
#TheHXRevolution #HumanExperience #DecisionMaking #Neuroscience #Stoicism #Leadership #OrganizationalPsychology #ReturnOnExperience #ROX #CX #CustomerExperience #EX #EmployeeExperience #H2H #HX #TheH2HExperiment
The HX of Decision-Making
Ever made a “rational” decision that didn’t feel right?
Yeah. Me too.
In business, we love logic – Dashboards. Forecasts. Data. The whole package.
But behind every choice, there’s something deeper at play:
💥 Emotion.
🧠 Bias.
🌀 Dissonance.
🎭 Ego.
🤝 Collective intelligence.
In Article 7 of The HX Revolution, I dive into what really drives decisions inside organizations—and how to make them more human, conscious, and aligned:
🧬 The neuroscience behind why emotion always plays a role
🪞 How philosophy (yes—Stoicism and existentialism!) can sharpen our choices
🌱 Why the best decisions aren’t top-down, but distributed across networks of trust
🛠 Plus: real practices to embed emotional honesty, clarity, and integrity into the way your teams decide
Because every decision is a mirror.
And in human-centered companies, decision-making becomes more than strategy—it becomes identity work.
👇 Read the full article and let me know: What’s the most meaningful decision you made this year—and what shaped it?
#TheHXRevolution #HumanExperience #DecisionMaking #Neuroscience #Stoicism #Leadership #OrganizationalPsychology #ReturnOnExperience #ROX #CX #CustomerExperience #EX #EmployeeExperience #H2H #HX #TheH2HExperiment
The HX Employee – From Productivity to Purpose
We don’t need more “engagement programs.”
We need more meaningful work.
The future of work isn’t about squeezing more productivity out of people. It’s about helping them feel alive again.
In Article 6 of The HX Revolution, we explore a critical shift:
– Why traditional engagement strategies fail
– What neuroscience tells us about motivation (spoiler: it’s not money)
– How purpose, autonomy, and emotional connection transform employee experience
– Plus: 5 practical ways to help your people move from surviving… to mattering
Because humans are not resources. They’re the reason. And when we start designing work around meaning instead of metrics, we don’t just get better results—we build better lives.
Read the full article and let me know:
What’s one thing that gave you purpose at work this month? What energized you?
#HumanExperience #HX #EmployeeExperience #Purpose #Leadership #Neuroscience #TheHXRevolution #OrganizationalCulture #WorkplaceTransformation #CX #CustomerExperience #EX #EmployeeExperience #PX #PartnerExperience #H2H #TheH2HExperiment
Culture Is Not a Deck of Slides
Culture isn’t what you say. It’s what you water.
You can have the best strategy, the smartest people, and a wall of inspiring values…
But if the soil is toxic, nothing will grow.
In Article 5 of The HX Revolution, I explore why culture is not a deck of slides—it’s a living, breathing organism.
It’s the emotional climate your people operate in. The invisible force that shapes behavior, trust, and transformation.
In this article, we’ll talk about:
🌱 Why culture behaves like a garden (yes, really)
⚛️ What quantum physics and the observer effect have to teach us about leadership
🧠 How psychological safety isn’t a “soft” idea—it’s the foundation of performance
🛠 And most importantly: 5 practical actions you can take this week to start embedding HX into your culture
If you want a culture of growth, safety, and transformation—you have to tend to it.
👇 Read the full article and let’s reflect together:
What kind of garden are you growing in your company?
#HumanExperience #HX #CompanyCulture #PsychologicalSafety #OrganizationalChange #Leadership #Transformation #TheHXRevolution #CX #CustomerExperience #EX #EmployeeExperience #H2H #The H2HExperiment
The HX Leader – Shifting from Control to Influence
Still trying to lead with control? It’s time for an upgrade.
The world has changed—but most leadership hasn’t.
We’re still promoting authority over presence, perfection over self-awareness, and performance over trust.
And then we wonder why transformation doesn’t stick.
In the latest article of The HX Revolution series (#4), I dive deep into what it really means to lead in the age of human experience:
– Why command-and-control leadership is outdated (and dangerous)
– What Jung’s Shadow has to do with your next team meeting
– How ancient Stoic wisdom offers surprisingly modern answers
– Why love-based leadership isn’t soft—it’s revolutionary
– And most importantly, how to lead through influence, not control
Because let’s be honest—no transformation will work unless leaders are willing to transform too.
This article is personal. It’s practical. And it’s the one I wish every leader would read.
Have a look and let me know:
What kind of leadership are you practicing right now? Control or connection?
#HumanExperience #Leadership #Transformation #TheHXRevolution #BusinessCulture #SelfAwareness #LoveBasedLeadership #Jung #Stoicism #OrganizationalChange #CX #CustomerExperience #EX #EmployeeExperience #H2H #TheH2HExperiment
The Science of Change: Why People Resist Transformation
Why do people resist change—even when it’s good for them?
Is it fear? Habit? Laziness?
Nope. It’s biology. And psychology. And, honestly… a little philosophy too.
In the latest article from The HX Revolution series, I dive deep into:
– The neuroscience behind resistance to change
– How our environment rewires our genes (yes, really—hello, epigenetics)
– What Jung and Adler would say about corporate culture
– How Stoicism and Buddhism offer surprisingly modern tools for leading transformation
Bottom line?
People don’t resist change because they’re broken. They resist because they’re wired for safety.
If you want to lead real transformation, you’ve got to make it human. That’s the heart of HX.
Dive into Article 3: “The Science of Change: Why People Resist Transformation”
Let’s stop blaming resistance and start understanding it.
Read, reflect, and let me know:
What’s the biggest blocker to change you’ve seen in your workplace?
#HumanExperience #HX #ChangeManagement #Transformation #Neuroscience #Epigenetics #Psychology #Philosophy #Leadership #OrganizationalCulture #TheHXRevolution #CX #CustomerExperience #EX #EmployeeExperience #H2H #TheH2HExperiment
Welcome to the HX Revolution – The Future of Business Transformation Starts Here
The HX Revolution is Here – Are You Ready?
– 70% of business transformations fail.
– 85% of employees are disengaged.
– Only 23% of employees believe their leaders actually care.
Let’s be honest—most businesses are stuck in the past. They optimize processes, restructure teams, and implement new technologies… but still struggle with the same issues.
Why? Because they ignore the real driver of transformation—Human Experience (HX).
You can’t change a business unless the people inside it evolve too.
This is why I’m launching The HX Revolution, a series diving deep into:
– How HX is different from CX & EX (and why it matters).
– The psychology & neuroscience behind real transformation.
– Why personal growth is the foundation of business growth.
– Practical strategies for embedding HX into your company culture.
If you want to future-proof your organization, start with the people.
The first article is live now!
Let’s discuss: How does your company approach human experience?
#HumanExperience #HX #H2H #TheH2Hexperiment #CX #EX #BusinessTransformation #Leadership #FutureOfWork #Psychology #Neuroscience #Innovation
Beyond CX and EX: The Birth of HX
CX + EX ≠ Real Transformation
Businesses have spent years perfecting Customer Experience (CX) and Employee Experience (EX)—but let’s be honest… why does it still feel like something is missing?
– Customers get seamless transactions, yet loyalty feels fragile.
– Employees get perks and engagement programs, yet burnout is at an all-time high.
– Companies optimize processes, yet true innovation and connection seem out of reach.
Here’s the problem: CX and EX are only pieces of the puzzle—but nobody’s looking at the full picture.
Enter HX—Human Experience.
It’s not about isolated interactions—it’s about the entire human ecosystem of a business. It connects employees, customers, and leadership into a dynamic, interdependent system where experience isn’t just designed—it’s lived.
In my latest article, I break down why CX and EX alone don’t cut it anymore—and how HX is the future of real, lasting transformation.
Read the full article and let’s talk: Is your company still playing the CX/EX game, or are you ready to lead the HX revolution?
#HumanExperience #HX #Leadership #BusinessTransformation #FutureOfWork #Psychology #Innovation #H2H #TheH2Hexperiment #CX #EX #CustomerExperience
The Rise of Silent Services: Embracing Quietude in Customer Experience
Ever wished you could grab your coffee without the obligatory small talk? Or check out at a store without the “Did you find everything okay?” interrogation?
Welcome to the rise of Silent Services—where customers decide when and how they interact, not the companies.
From self-checkouts to silent haircuts, businesses are finally tuning in to the fact that sometimes, the best customer experience is the one that lets you just… be.
Why is this shift happening? What do psychology and sociology say about our craving for quiet choices? And what does this mean for the future of CX?
I dove deep into this fascinating trend—check out my latest article!
#CustomerExperience #SilentServices #CXInnovation #CX #CXtrends #H2H #TheH2HExperiment #BusinessStrategy
The Secret Mind of Consumers: A Jungian Adventure into Buying Behavior & Customer Experience
Is Your Unconscious Mind Making Your Buying Decisions?
Think you’re in full control of your purchases? Think again.
Carl Jung’s theories on the unconscious mind reveal that our deep-seated desires, fears, and archetypes drive consumer behavior more than we realize. From luxury brands tapping into status aspirations to FOMO-inducing sales tactics, marketing isn’t just persuasion—it’s psychology in action.
But it doesn’t stop at selling. Customer experience thrives on understanding the unconscious too. The brands that resonate the most are the ones that make consumers feel seen, understood, and emotionally connected—often without them even knowing why.
1) What role do Jungian archetypes play in branding?
2) How does synchronicity create “meant-to-be” buying moments?
3) Why is storytelling the ultimate tool in shaping brand loyalty?
I explored all of this (and more) in my latest article. Check it out and let’s discuss—how much of your last purchase was REALLY your decision?
#Psychology #Marketing #CustomerExperience #BrandStrategy #CarlJung #ConsumerBehavior #CX #H2H #TheH2HExperiment
🌍✨ Celebrating International Women’s Day! ✨🌍
🌍✨ Celebrating International Women’s Day! ✨🌍 Article originally posted on the European Customer Experience Organization
One Journey to Rule Them All: What Frodo Can Teach Us About Customer Experience
What Can The Lord of the Rings Teach Us About Customer Experience (CX)?
Turns out, a lot more than you’d think!
From Gandalf’s role as a trusted advisor to Frodo’s unpredictable journey (hello, customer journey mapping!), The Lord of the Rings is packed with powerful lessons for creating epic customer experiences.
– Want to build a fellowship of loyal customers?
– Turn complaints into growth opportunities (without facing a cave troll)?
– Guide your customers like Gandalf guided Frodo?
I’ve been a fan of epic fantasy since I was a teenager, and I couldn’t resist bringing a little Middle-earth magic into my latest article. So, if you love learning CX lessons through movies (and enjoy a little adventure along the way), this one’s for you!
What’s the biggest CX lesson you’ve learned from an unexpected source? Share it in the comments!
#CustomerExperience #CX #TheLordoftheRings #CustomerJourney #BusinessStrategy #Storytelling #H2H #TheH2HExperiment
Stop Pushing Products, Start Planting Solutions: Trust and Loyalty Through Value Selling
Stop Pushing Products, Start Planting Solutions
In today’s competitive market, value selling isn’t just a strategy—it’s a game-changer. Instead of listing features, focus on solving your customers’ problems and creating experiences that resonate.
This approach builds trust, drives loyalty, and makes your business unforgettable. Just like Dolce Vita, a small bakery that rediscovered its magic by shifting from selling pastries to creating meaningful connections with customers.
Want to differentiate your business?
Start listening.
Solve real problems.
Deliver value.
The results? Loyal customers, a unique competitive edge, and a business that thrives.
In the article you can find more details on the topic!
I am curious to know what you think! Feel free to share your feedback!
#ValueSelling #CustomerExperience #BusinessGrowth #SalesStrategy #CX #H2H #TheH2HExperiment #CustomerCentricity
The Great Illusion: How Reality is Just a Matter of Perspective (and Why It Matters for Customer Experience)
Reality Check!
Ever noticed how two people can experience the same event in completely different ways? From a baby’s giggle to a restaurant wait time, our perceptions shape our reality in surprising ways!
Dive into the fascinating interplay of physics, psychology, and philosophy to uncover how understanding perception is the secret superpower every business needs to thrive.
Join me on this wild ride through Einstein’s relativity, Rashomon-style storytelling, and the art of customer experience!
#Perception #CustomerExperience #BusinessWisdom #Einstein #Storytelling #CX #H2H #TheH2HExperiment
Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack
Turning the Tables on Customer Experience!
In sales, waiting for your customers to come to you is a missed opportunity—think of it as driving without a map!
Embracing a proactive sales process isn’t just a strategy; it’s a way to create meaningful connections. It’s about anticipating needs, offering personalized solutions, and checking in to genuinely add value.
Key takeaway: Reactive sales leave customers feeling like just another number. Proactive sales make them feel prioritized and understood.
Ready to transform your customer interactions and drive loyalty? Let’s chat about how to make every touchpoint intentional.
#SalesStrategy #CustomerExperience #ProactiveApproach #Leadership #SalesSuccess #H2H #TheH2HExperiment #CX
The Tale of Apex Gadgets: A Cautionary Tale of Ignoring Customer Experience
After a refreshing holiday, I’m back with an important reminder for all businesses. Consider the story of **Apex Gadgets**—a once-beloved innovator that lost its way by neglecting customer experience. The founder, Max, focused solely on product innovation, dismissing complaints about poor support.
The launch of the ApexSmart 5000 revealed their oversight, leading to frustrated customers and negative reviews that competitors like NovaTech eagerly capitalized on.
This tale reminds us that regardless of how great your product is, ignoring customer feedback can be detrimental.
As we enter 2025, let’s commit to prioritizing customer experience.
What strategies are you implementing to listen to your customers?
#CustomerExperience #BusinessLessons #Innovation #Leadership #2025Goals #CX #H2H #TheH2HExperiment
The Holiday Customer Experience: A “Home Alone” Analysis
Late to the holiday party? Maybe!
But who says the festive cheer has to stop in December?
Let’s take a page from “Home Alone” to explore some valuable customer experience lessons—because if Kevin McCallister can handle chaos with creativity and humor, so can we!
From the power of personalization to the importance of clear communication, there’s so much we can learn from the iconic movie.
Join me in reliving the magic of the holidays while we gear up our CX strategies for the year ahead!
Grab some popcorn, and let’s enhance our customer journeys—after all, who doesn’t love a little holiday spirit all year round?
#CustomerExperience #CX #HomeAlone #HolidaySpirit #H2H #TheH2HExperiment
Growth vs. Customer Experience: A Dilemma?
Are you struggling to balance growth and exceptional customer experience in your business?
You’re not alone!
Nowadays, the pressure to scale can often overshadow the need for personalized service. But what if I told you that the key to sustained growth lies in enhancing your customer experience?
In my latest article, I explore how evolving customer expectations and effective communication can create a perfect partnership between growth and CX.
Curious to learn how to turn your customer experience into a growth engine?
Let’s discuss how we can embrace this approach together!
#BusinessGrowth #CX #Leadership #BusinessTransformation #LeadershipDevelopment #TeamSuccess #customerexperience #h2h #TheH2HExperiment
Leading a Commercial Team Through Major Transformations
Navigating Change: The Power of Servant Leadership and Change Management in Business Transformations
Changes in business are more than just a buzzword—they’re a necessity! As we introduce new technologies and adapt our strategies, how do we ensure our teams are not just surviving but thriving through these transformations?
My latest article dives deep into the intersection of Change Management and Servant Leadership, offering essential insights for leaders looking to guide their commercial teams through major shifts.
Why Read This?
– Understand the emotional landscape of team members dealing with change.
– Discover the key reasons behind resistance and how to address them thoughtfully.
– Learn how the principles of servant leadership can empower your team, foster collaboration, and create a resilient culture.
Whether you’re facing pushback or seeking to engage your team meaningfully, this guide will equip you with strategies to turn challenge into opportunity!
Let’s embrace change together and create a future where everyone on the team can thrive!
Feel free to share your thoughts!
#ServantLeadership #ChangeManagement #BusinessTransformation #LeadershipDevelopment #TeamSuccess #cx #customerexperience #h2h #TheH2HExperiment
Customer Success Uncovered: How SaaS and Manufacturing Win with Tailored Strategies
🚀 Customer Success: The Secret Sauce for Industry Leaders in SaaS and Manufacturing! 🏭💻
In today’s fast-paced business world, customer success has emerged as a game-changer, shaping how companies foster loyalty, drive retention, and unlock sustainable growth. But did you know that implementing customer success strategies in SaaS and manufacturing industries can be as different as night and day? 🌗
🔑 In SaaS:
With frequent product updates and dynamic customer needs, SaaS teams focus on agility and engagement. They work proactively to educate clients on new features, optimize usage, and deliver immediate value. Think Slack hosting webinars for every feature launch or Zoom empowering users to navigate its evolving tools!
🔧 In Manufacturing:
Here, the game is long-term. Customer success revolves around relationship-building, reliability, and strategic support. Imagine Caterpillar ensuring maximum uptime with tailored maintenance plans or Volvo Trucks leveraging telematics to optimize fleet efficiency over the years.
The secret? Both industries share the same goal: happy, thriving customers. However, their paths to success are uniquely tailored to the nature of their products and customer expectations.
Curious about the specific strategies and real-world examples? Check out my full analysis where I compare SaaS agility with manufacturing’s strategic depth! 💡
👉 How is your company tailoring customer success to its industry? Let’s discuss it! 👇
#CustomerSuccess #SaaS #Manufacturing #BusinessGrowth #CustomerEngagement #CX #CustomerExperience #H2H #TheH2HExperiment
Unicorns Dependency in CX – Here Is How You Avoid This “Trap”
Are you relying on “unicorns” to drive your customer experience?
In business, these exceptional individuals can deliver magic. But what happens when your CX strategy depends on a select few? From inconsistent service to employee burnout, it’s time to rethink our approach!
Check out my latest article, where I explore the hidden pitfalls of relying on unicorns and share strategies to create a sustainable, scalable customer experience. Let’s build a resilient team together!
#CustomerExperience #Leadership #BusinessGrowth #WorkplaceCulture #cx #H2H #TheH2HExperiment #CXUnicorn
May the Customer Experience (CX) Force be with you!
May the CX Force be with you!
Have you ever thought about how the epic journey of Star Wars can transform customer experience strategies?
From understanding the Hero’s Journey to embracing the power of personalization, there’s so much wisdom in that galaxy far, far away! Curious to see how these timeless lessons can elevate your brand and deepen customer connections?
Check out my latest article to explore insights that could change the game for your business.
#CustomerExperience #StarWars #CXTransformation #BusinessInsights #CX #H2H #TheH2HExperience
Building Customer Loyalty Through Strategic Distribution
Customer Loyalty in B2B: The Power of Strategic Distribution!
Ever wondered how distributors and channel partners can shape a brand’s perception and drive lasting loyalty? This article dives into the transformative ways sales teams can leverage strategic distribution channels to meet customer needs and exceed expectations.
Discover how understanding the customer journey, developing multi-channel strategies, and embracing technology can redefine your approach to sales.
Ready to elevate your customer engagement?
#B2B #CustomerExperience #SalesStrategy #CustomerLoyalty #DistributionChannels #CX #H2H #TheH2HExperiment #StrategicPlan #RoutetoMarket #BusinessStrategy
Reflections on The Matrix: A Journey into the Depths of Customer Experience
Join me on a journey through the depths of perception, reality, and choice as we explore how businesses can transform customer interactions and foster loyalty. Discover how themes from The Matrix can inform strategies for enhancing customer experiences and building authentic relationships.
Let’s unlock the secrets to personalized engagement and genuine connections.
Don’t miss out on this thought-provoking read!
#CustomerExperience #TheMatrix #CX #BusinessInsights #H2H #TheH2HExperience
Customer Service + AI = Customer Success 3.0
🚀 Exciting times ahead in customer service!
Discover how the fusion of AI and customer support is shaping the future of customer experiences, creating a powerful Customer Success squad.
From personalized interactions to proactive assistance, AI is revolutionizing customer service as we know it. Don’t miss out on this game-changing evolution!
#CustomerService #customersuccess #cs #customerexperience #AI #Innovation #CX #h2h #TheH2HExperiment
CX Awareness. How Customer-Centric is Your Organization?
🌟 Excited to share an insightful assessment guide on “How Customer-Centric is Your Organization?” 🌟
In today’s dynamic business environment, prioritizing customer satisfaction is essential for success. I’ve developed an assessment guide to help you determine the customer-centricity of your organization.
This guide will provide valuable insights and strategies to enhance your customer-focused approach.
Read the full article here and assess your organization’s customer-centric mindset. Feel free to share your results or insights.
Any feedback is always welcome!
#CustomerCentricity #BusinessStrategy #CustomerSatisfaction #CX #H2H #TheH2HExperiment
The Thrilling Journey of a Customer Experience Leader: The 10+1 list
Are you ready to unlock the secrets of being a successful Customer Experience (CX) leader? If so, I’ve got something special for you! I’ve just shared an in-depth article that delves into the thrilling world of CX leadership and discusses the key actions I undertake daily to drive success and cultivate a customer-centric culture.
In this article, I reveal the ten most impactful actions I regularly undertake as a CX leader, including cultivating a customer-centric culture, understanding customer needs and expectations, designing seamless customer journeys, and harnessing data and analytics to enhance the customer experience.
SPOLIER ALERT! There is one very special extra besides the ten listed actions. You must read to know what it is 😉
If you’re passionate about shaping extraordinary connections, driving meaningful change, and transforming ordinary interactions into unforgettable experiences, then this article is a must-read for you!
Join me on this exhilarating journey of empowerment, innovation, and creating unforgettable experiences. Get ready to embrace the challenge, relish the responsibility, and let the joy of creating unforgettable experiences guide your every step. Together, let’s redefine what exceptional customer service means and become catalysts for transformative change!
Read the full article and let’s embark on this thrilling CX leadership adventure together! 🚀
#customerexperience #cx #collaboration #cxleader #cxleadership #h2h #TheH2HExperiment #Empowerment #Innovation
Harmonizing Success: How Sales Teams Can Collaborate with Internal Teams to Enhance Customer Experience
Are you ready to enhance your sales team’s collaboration with internal departments to elevate the customer experience? Check out my latest article!
I delve into the conflicts that can disrupt customer interactions and provide insightful solutions for achieving harmony between sales and internal teams.
Let’s work together to create seamless customer experiences!
#customerexperience #cx #collaboration #communication #h2h #TheH2HExperiment #Sales
How Stoic Philosophy Can Help You Up Your Customer Experience Game
In this article, I explore practical Stoic principles that can greatly impact customer interactions. From focusing on what you can control to practicing empathy and keeping your ego in check, Stoicism offers valuable insights for delivering exceptional customer experiences.
#CustomerExperience #CX #H2H #TheH2HExperiment #Stoicism #ProfessionalDevelopment
Up level Your CX by Overcoming Unsafely and Mistrust
It’s clear that building trust and safety is crucial for businesses. Recognizing the impact of unsafety and mistrust on customer relationships, businesses can prioritize transparency, ethical standards, genuine connections, knowledge empowerment, and adaptability to address evolving customer needs.
Let’s continue the conversation on enhancing customer experience and fostering a more secure and trusting environment for all, looking deeper into the Polyvagal Theory.
#CustomerExperience #BusinessEthics #TrustAndSafety #CXStrategy #CX #H2H #TheH2HExperiment
Become the King Midas of CX
Become the King Midas of CX Once upon a time in ancient Greece, a king
Listen to your canary
Feel like talking about canaries?
Stress management is not just about personal well-being; it’s a critical component in delivering top-notch customer service.
Come explore with me the vital role of stress management in enhancing the customer experience and empowering your team for success! And understand the connection between stress management and canaries!
#StressManagement #CustomerExperience #EmployeeWellbeing #CX #h2h #theh2hexperiment
MarTech-Driven Transformation: Navigating the Future of Customer Experience
MarTech-Driven Transformation: Navigating the Future of Customer Experience Introduction In today’s fiercely competitive business landscape,
CX Design Matters: The Hidden Key to Boosting Tech Adoption Rates
Designed by DALL·E. All rights reserved © ECXO.org CX Design Matters: The Hidden Key to
Future Thinking: A Complex and Multifaceted Ability that Deeply Influences Customer Experience
Future thinking is not an easy task but the ability to envision and plan for future needs is crucial for delivering superior customer experiences.
Join me as we explore the psychological and societal aspects that shape our approach to future thinking and its implications for customer experience.
#FutureThinking #CustomerExperience #Innovation #CX #h2h #theh2hexperiment
The Heartbeat of a Customer-Centric Organization – Part 2
Hey there again!
Are you ready to join me on an exploration of how self-awareness and situational awareness can totally transform the way we lead? It’s all about understanding ourselves and the world around us, and how that can make us exceptional leaders.
We’ll dive deep into how these qualities can have a huge impact on the success of our organizations.
Don’t miss out – come read the post and let’s start a conversation!
#LeadershipDevelopment #SelfAwareness #SituationalAwareness #TransformativeLeadership
The Heartbeat of a Customer-Centric Organization – Part 1
Embracing the principles of servant leadership is crucial in building a customer-centric organization. Listening, empathy, and a commitment to the growth of people are just a few of the core principles that guide servant leaders in creating exceptional customer experiences. Real-world examples, like Zappos and Southwest Airlines, illustrate the positive impact of servant leadership on employee satisfaction and customer service. Want to know more about what it means to be a servant leader? Check out this article and tell me what your thoughts about it are. I am looking forward to hearing what you think!
#ServantLeadership #CustomerCentricity #EmployeeEngagement #CustomerExperience #CX #EmployeeExperience #EX
To deliver a better Customer Experience, stop reading this article and go to sleep!
Don’t read this article and go to sleep! How prioritizing sleep and well-being in the workplace can lead to a better Customer Experience. Check out these key strategies for creating a supportive sleep culture and fostering long-term employee performance.
#Leadership #EmployeeWellBeing #Productivity #cx #customerexperience #theh2hexperiment
Discovering the Hidden Gems: How to Prime Your Brain for Exceptional Customer Experiences
Did you know that businesses are now using neuroscience to revolutionize their customer experience strategies? By delving deep into the human brain and gaining insights into how customers process information, make decisions, and react to stimuli, companies can create more personalized, engaging, and impactful experiences that resonate with their audience. One way to prime our brains for better customer experiences is by developing emotional intelligence, which has been linked to improved customer satisfaction, loyalty, and word-of-mouth recommendation. Join the CX revolution and explore the fascinating world of neuroscience and its impact on customer experience!
#customerexperience #cx #neuroscience #behaviorscience #h2h #theh2hexperiment
Enhancing Tech Adoption through Exceptional Design
Enhancing Tech Adoption through Exceptional Design Introduction Originally posted at: https://www.eglobalis.com/enhancing-tech-adoption-through-exceptional-design-and-cx/ In the rapidly evolving
Sky-rocketing customer experiences using the power of psychology
Join me on this insightful journey to understand how brands tap into the deepest desires, dreams, and values of their customers, creating an unbreakable bond that sets them apart from the competition. Share your thoughts and let’s dive into a thought-provoking discussion! 🚀
#BrandArchetypes #PsychologyonBusiness #CustomerExperience #EmotionalBond #MarketingStrategy #CX #BusinessPsychology
The Double Agents of CX: Who are they and what do they do?
Create a solid team of double agents in your organization to help you deliver excellent CX.
They are a powerhouse that is crucial for driving greater customer satisfaction, better customer experience, and business success.
To achieve this, focus on assessing current processes, establishing a customer-centric culture, implementing the right technology, setting clear goals, and continuously educating and empowering your team.
Sounds good, doesn’t it? In this article, let’s explore some of the necessary steps to make it happen.
The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience
The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience Article
Just Shut Up: Talking Less and Listening More for a Stellar Employee and Customer Experience
In a world filled with noise, the art of listening can be the key to success. Discover the benefits of talking less and listening more for a stellar employee and customer experience.
How to Develop a Comprehensive Employee Experience Program to Boost Your Company
How to Develop a Comprehensive Employee Experience Program to Boost Your Company Article source: https://www.eglobalis.com/how-to-develop-a-comprehensive-employee-experience-program-to-boost-your-company/
Do you have a lazy brain? Why is this relevant for CX?
The search for easy solutions is deeply ingrained in human behavior. Understanding habituation and heuristics can help guide customers toward beneficial choices while respecting their decision-making processes.
The Transformative Power of Cross-Functional Teams in Upgrading CX
By fostering collaboration, tapping into diverse perspectives, and swiftly addressing customer needs, cross-functional teams can make significant advancements in products, services, and processes. Embracing cross-functional teams is a journey of discovery and adaptation, where a culture of collaboration, innovation, and openness unleashes the full potential of diverse talents to achieve extraordinary results. Let’s explore this topic further together!
The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes
Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source:
Uncork the full potential of your business with customer segmentation and provide tailor-made CX
Are you ready for the ultimate key to unlock the door of customer success? Look no further than customer segmentation! This powerful tool is the backbone of strategic planning for any customer success team. It helps them navigate the complex landscape of customer needs and preferences, boosts their efficiency, and enables them to tailor products and services to specific customer groups. By improving customer retention, it’s like a road trip with a map that leads you to your destination faster and with fewer detours. Investing in customer segmentation is not just an option, it’s a strategic necessity that will elevate your business to the next level!
Experience the Difference ECXO Podcast: Cultivating the Right Environment for CX with Nicolette Wuring
Experience the Difference: On the podcast of the European Customer Experience Organization (ECXO) this week,
Customer-centric leadership – what does it really mean?
Being customer-centric as a leader is not just a trendy phrase; it involves a deeper understanding of and alignment with customer needs, desires, and experiences. What does it mean to be a customer-centric leader? It means viewing the world through the customer’s eyes, making decisions that enhance their experiences, and never forgetting that customers ultimately define our success. This paradigm shift in leadership benefits not only the organization but also fosters lasting and meaningful relationships with customers. This blog post will explore the essence of customer-centric leadership and key factors that form the basis of a successful customer-focused organization.
The Evolution of Business Relationships: Not B2B nor B2C, but H2H
Are you ready to make businesses more human? This question invites us to embark on a journey of deep reflection. Whether learning to be more empathetic, improving communication, or simply striving to be kinder, becoming more human in business is a worthwhile pursuit. It’s about focusing on human connections and creating more meaningful and lasting relationships.
So, are you ready to take the first step on this journey?
Let’s do it together!
Mastering the Fine Art of Delivering Candid Feedback for better CX and EX
I often hear that providing feedback is one of the hardest things for most people, both in personal and professional environments. I have to agree, it’s quite difficult indeed.
And that’s why this time I analyze the importance of delivering candid feedback for better customer and employee experience, while exploring the psychological principles behind feedback, including cognitive dissonance, and offer insight into how to navigate feedback effectively.
CX Design: What Can Companies Do to Compete with Tech Giants? – Part II
CX Design: What Can Companies Do to Compete with Tech Giants? – Part II Medium
The Eternal Search for the Silver Bullet in CX
The pursuit of a silver bullet in customer experience (CX) is a never-ending journey. While there may not be a single solution that works for all, implementing a range of well-planned strategies can significantly improve CX. The pursuit encourages businesses to explore, innovate, and consistently strive to do better.
In this article, I explore some key areas of CX in the search for the so-called silver bullet.
Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges
Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article
The Story of Jose – A Tale About Customer Experience
The story is about Jose, a Customer Service Manager at TechEase. He understood the importance of customers and treated them with respect, empathy, and kindness. He faced many challenges in bringing a customer-centric culture to TechEase, but he remained steadfast in his pursuit of customer satisfaction. His resilience began to make a difference, and his colleagues started to notice the positive impact of his efforts.
Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience
This time I explore the relationship between Quantum Physics and Customer Experience. Although these two subjects may seem unrelated, there are some fascinating parallels between them. Quantum physics is the study of the very small, but it can teach us some valuable lessons about improving customer experience, which is vital in the global business world.
The Majestic Dance between AI and Humans in CX
In this article, I discuss the importance of human creativity in creating a sustainable and meaningful customer experience. While AI can enhance customer experience, it cannot replace human creativity. Instead, AI and human creativity should work together to create an efficient, personalized, empathetic, and innovative customer experience that touches the heart, captivates the mind, and leaves a lasting impression. When AI and human creativity collaborate, they create experiences that make a difference in the world and to the customers.
AI in Customer Experience – should I stay, or should I go?
Discover how AI can enhance customer experiences by providing hyper-personalization. By analyzing customer behavior and preferences, AI can offer tailored recommendations and suggestions, anticipate their needs, and enhance their overall experience. While the human touch remains an essential factor in CX, AI can provide incredible efficiency and precision in personalization. It’s time to develop a long-term AI strategy for your business and create a beautiful blend of technology and humanity for the best customer experiences.
Unlock the magic of positive language and elevate CX to the next level
Unlock the magic of positive language and elevate CX to the next level Today, we’ll
The 7 Sins of Customer Experience
Discover the secrets to delivering exceptional customer service by avoiding the 7 sins of customer experience: not listening to customers, lack of personalization, poor communication, inconsistency, neglecting employee experience, and failure to innovate. Let’s embark on an exciting journey together and create memorable experiences for our customers!
Discovering the Power of Losing and Making Mistakes in CX and EX: Unleashing Your Potential for Self-Development and Leadership!
Life is a journey of ups and downs, but have you ever thought about the value of losing and making mistakes? In CX and EX leadership and self-development, these experiences are essential for growth and effective decision-making. Victories can be rewarding, but losses and mistakes offer the depth of learning that can pave the way for a brighter future. Take Thomas Edison, for example, who failed thousands of times before inventing the light bulb. Leaders who have experienced failure can better understand their team’s struggles and inspire resilience. So, don’t be afraid to fail; it’s just an opportunity to learn and grow.
Revolutionize Your Business with Customer-centric Solutions using Design Thinking
Get ready to ride the waves of digital transformation and take your business to new heights! The digital age has brought about a sea of change, and one methodology shines like a lighthouse in the distance, leading the way to success. Yes, we’re talking about Design Thinking – the powerful approach that will help you enhance your customer experience and take your organization to the next level!
Uncovering the Psychological Tactics That Drive Customer Purchases
This article highlights the importance of understanding the psychology behind customers’ buying behavior in order to improve customer experience. It emphasizes that by influencing customers’ decisions positively, businesses can craft more effective marketing strategies, drive sales, and build stronger relationships with their customers. It further explains that understanding the ‘why’ behind the customers’ decisions can help businesses meet their needs and exceed their expectations, ultimately leading to a joyful venture worth undertaking.
The role of emotions in CX and how you can use them to design better experiences
Neuroscience is such a fascinating field of study!! And emotions are part of the human experience and as a consequence, a big part of the CX strategy.
Being intentional in designing experiences that trigger the desired emotions is essential to achieving brand loyalty and retention.
Check this article for some tips on how to stimulate these desired emotions.
Top CX Reads 2023 – Digital, Design, Centricity
Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3
Challenges in Achieving Real Personalization for Enhanced Customer Experiences
Personalisation and hyperpersonalisation are as old the dinosaurs. In the same year Jurassic Park arrived
How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX)
How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you
🌟✨ Celebrating CX Day Everyday: In the ECXO, Where Passion Meets Experience! ✨🌟
🌟✨ Celebrating CX Day Everyday: In the ECXO, Where Passion Meets Experience! ✨🌟 Dear ECXO
Experience management – why your EX is the stress test for your CX
Experience management will test your ability to adapt to a new AI reality. As you
B2B Omnichannel Transformation: Embracing Technology at Every Step
Integrating touchpoint technologies is a strategic imperative as we all know to create the types
Effective real-time marketing – Identifying bridges and barriers to success
Real-time marketing is about engaging with the customer whenever and wherever they are in their
Unveiling a Personal Bank Story: The Journey of Gaining and Losing a Customer
I rarely share personal experiences. But, I have experienced first-hand some of the reasons why
Digital Twins: A Marketer’s Guide
You’ve probably heard of digital twins and may be wondering, what is a digital twin
Navigating the Path to Affinity: Cultivating Client-Centricity in Professional Services
Professional services (PS) and consulting is critical to client experience. But, here’s the question: if
Knowing your customer: how the telecoms industry can weather a squeeze on consumer spending
With the cost-of-living crisis continuing and the UK now in a recession, industries have to
Unleashing the Power of Real-Time Data: Enhancing Customer Understanding
Unleashing the Power of Real-Time Data: Enhancing Customer Understanding Article source: https://www.eglobalis.com/harnessing-real-time-data-for-improved-customer-experience-understanding/ In a recent
Batch AND Real-time Marketing Analytics, instead of Batch OR Real-time
Batch AND Real-time Marketing Analytics, instead of Batch OR Real-time Using technology and analytics to
Beyond Profit: The Ascendancy of Brand Purpose in B2B
Article source: The Rising Tide of Brand Purpose in B2B https://www.eglobalis.com/the-rising-tide-of-brand-purpose-in-b2b/ There’s an old adage
Effective real-time marketing
Real-time marketing is about engaging with the customer whenever and wherever they are in their
Customer Experience = Seeing + Being + Doing
Customer Centricity can only be successful when each and every department, discipline, and person in the organization is aligned and consistent in their Seeing + Being + Doing.
Designing a differentiated B2B experience – a 22 step challenge
CX design is no longer just about aesthetics. It’s a strategic tool that helps B2B
Are you ready for MadTech? 3 tips to help you prepare
If you’re a marketer, chances are you’ve heard about MadTech. But if you haven’t, don’t
The road to customer centricity – where to begin?
Educational articles by ECXO.org You’ll know that customer experience is a critical aspect of your
Realising the Virtuous Loop by complementing CX with ITIL CSI
ITIL CSI and CX Closed Loop are two approaches that share important similarities in their objectives, processes, and benefits of continual improvement. Although they also have some differences in their scope, methods, and requirements both approaches can help organizations achieve better outcomes for their customers and stakeholders.
Unlocking CX Success: The Crucial Collaboration Between Your Customer and Design Chiefs (CCO-CDO)
Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of
The Cross-Cultural Conundrum: Embracing European Diversity and Complexity in Customer Experience
Navigating the Complexities of Customer Experience Across European Cultures Article source here: CX maturity models
The Challenge of the B2B Customer Experience Maturity Model? The CX Major Pillars for Your Organization Growth
The Challenge of the B2B Customer Experience Maturity Model? The CX Major Pillars for Your
A true global CX organization needs to speak and understand cultures, languages and differences. ECXO understands you, fluently.
A true global CX organization needs to speak and understand cultures, languages and differences. ECXO understands you, fluently.
Tips for Transforming to a Customer-Centric Company Culture
Customer-centricity can’t be achieved overnight – it requires dedicated commitment from everyone in the organization
Επιτυχία πελατών - Σπέρνοντας τους σπόρους για αμοιβαία ανάπτυξη
Αν και ο ρόλος της επιτυχίας των πελατών δεν είναι καινούργιος, έχει γίνει γρήγορα mainstream, καθώς οι εταιρείες αναγνωρίζουν πλέον τη συμβολή της στην επιχειρηματική ανάπτυξη.
Διαχείριση της εμπειρίας του πελάτη και των υπηρεσιών- συνάντηση κατά μήκος του ταξιδιού του πελάτη
Το Ταξίδι του Πελάτη είναι ένας σημαντικός κοινός παρονομαστής μεταξύ των πλαισίων CX και Διαχείρισης Υπηρεσιών. Παρόλο που οι προσεγγίσεις τους μπορεί να διαφέρουν, και τα δύο μοιράζονται τον κοινό στόχο της υλοποίησης μιας εξαιρετικής εμπειρίας του πελάτη.
Q. Alan, ποια είναι η άποψή σας για ένα μεγάλο πρόγραμμα μετασχηματισμού CX ως στρατηγική; Α. Δεν λειτουργεί!!
Όταν μου ζητήθηκε να μοιραστώ τις απόψεις μου σχετικά με αυτό το θέμα, ένιωσα οικεία, με έχουν ξαναρωτήσει αυτό το θέμα οι υποψήφιοι πελάτες, οι CX Practitioners και οι CEO και η απάντησή μου είναι πάντα η ίδια.
Οργάνωση στρατηγικών έκπληξης και απόλαυσης για την πρόκληση θετικών συναισθημάτων
Η έκπληξη και η ευχαρίστηση είναι όροι που χρησιμοποιούνται συχνά στο πεδίο της στρατηγικής για την εμπειρία του πελάτη.
News & Announcements
Middle East B2B Customer Experience Divergence Analysis
Middle East B2B Customer Experience Divergence Analysis Regional Strategies for Competitive Advantage Introduction Business-to-business (B2B)
European B2B CX Benchmark Report 2025-2026
European B2B CX Benchmark Report 2025-2026 Regional Strategies for Competitive Advantage Executive Summary The European
The First Global Benchmark Report on B2B Customer Experience Divergence
The First Global Benchmark Report on B2B Customer Experience Divergence Introduction: The Global CX
Before CX Had a Name: How a 1993 Article & Book Launched the Personalization Revolution
Before CX Had a Name: How a 1993 Article and Book Launched the Personalization Revolution
The time is near: Wishing you a Joyous Passover and a Happy Easter – a Moment of Shared Meaning in 2025.
The time is near: Wishing you a Joyous Passover and a Happy Easter – a
B2B CX – Strategy & Business Alignment
B2B CX – Strategy & Business Alignment Originally posted here with our full version: https://ecxo.org/how-to-lead-a-b2b-cx-transformation-program-and-avoid-costly-mistakes/
How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes
How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes Introduction: The Importance
✨ The ECXO Wishes You a Season of Light and Joy! ✨ Merry Christmas 🎄, Happy Hanukkah 🕎, and an Amazing Start to 2025!
✨ The ECXO Wishes You a Season of Light and Joy! ✨ Merry Christmas 🎄,
Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests
Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests Originally posted complete version
Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption
Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption Introduction In the fast-evolving technology landscape,
Empowering Employees for Innovation, Product Excellence, and Growth
Empowering Employees for Innovation, Product Excellence, and Growth Source article and inspiration drawn from the
How Customer Success Metrics Are Reshaping the Subscription Economy
How Customer Success Metrics Are Reshaping the Subscription Economy Introduction The subscription economy has redefined
The Critical Nature of Customer Experience in Medical Devices: Why Near Perfection is the Only Option
The Critical Nature of Customer Experience in Medical Devices: Why Perfection is the Only Option
✨ The European Customer Experience Organization (ECXO.org) team is proud to introduce our new ambassador, João Pereira! ✨
✨ The European Customer Experience Organization (ECXO) team is proud to introduce our new ambassador,
Customer Experience Experimentation: Your Final Frontier
Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in
Designing and Rolling Out a Global Customer Experience Strategy
Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX)
Unlocking B2B Success: The Essential Role of Onboarding, Design, and Customer Experience
Unlocking B2B Success: The Essential Role of Onboarding, Design, and Customer Experience In the competitive
Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis
Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score
The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience
The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience The
A new episode of Experience the Difference Podcast Series: with the amazing Irina Mostovaya
We are excited to share this week’s episode of Experience the Difference: The European Customer
A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko
A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As
Four Gold ROI Metrics – CXROI Part III with Lynn Hunsaker
The European Customer Experience Organization (ECXO) is excited to announce our final CX ROI session
Fast-Track CX ROI with 3 Levels of CX Improvement featuring Lynn Hunsaker
he European Customer Experience Organization (ECXO) is excited to announce our second episode of the
Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio
Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European
Mastering the Maze of CX Metrics & Money with Lynn Hunsaker
The European Customer Experience Organization (ECXO) is launching a series of short practical sessions, each
Economics of Empathy – Why Customer, Employee, and AI Centricity Pays, featuring Dr. Natalie Petouhoff
Economics of Empathy: Why Customer, Employee, and AI Centricity Pays, featuring the esteemed Dr. Natalie Petouhoff
Elevating Customer Experience Outcomes and Impact through H2H” with Bryan Kramer
Elevating Customer Experience Outcomes and Impact through H2H” with Bryan Kramer 🌟 The European
Celebrating Remarkable Women: ECXO’s Tribute on International Women’s Day
Celebrating Remarkable Women: ECXO’s Tribute on International Women’s Day 🌟 Last week, as the world
Celebrating International Women’s Day at the European CX Organization.
At the European Customer Experience Organization (ECXO), we firmly believe that International Women’s Day on
Coming up: The Yes Code: Cracking the Practical Side of AI-Empowered Customer Conundrum with Lior Arussy
🎉 The European Customer Experience Organization (ECXO) is delighted to announce our first Linkedin live
The Yes Code: Cracking the Practical Side of AI-Empowered Customer Conundrum 🤖💼 with Lior Arussy
🎉 The European Customer Experience Organization (ECXO) is delighted to announce our first Linkedin live
Strategic Design: The Key to Building a Successful Business & Captivating Customers with Prof. Jan-Erik Baars
The European Customer Experience Organization (ECXO) is delighted to announce that Prof. Jan-Erik Baars will be our guest for
Connecting Culture, CX and EX for Impact with Karen Jaw-Madson
The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your
Customer Surveys are Dead! Learn how AI will replace them with Maurice FitzGerald
Customer Surveys are Dead! Learn how AI will replace them. The European Customer Experience Organization
From Products to People: Pioneering a customer-centric Culture for business success! with Ilenia Vidili
Join us at the European Customer Experience Organization event featuring a captivating presentation by Ilenia
Can a Customer Data Platform Enhance Your Customers’ Experience?
Join us for an insightful event presented by the European Customer Experience Organization (ECXO) in
Can a Customer Data Platform Enhance Your Customers’ Experience?
Can a Customer Data Platform Enhance Your Customers’ Experience? Join us for an insightful event
Can a Customer Data Platform Enhance Your Customers’ Experience?
Can a Customer Data Platform Enhance Your Customers’ Experience? Join us for an insightful event
Webinar Spotlight: Creating Engaging Real-time Experiences to Enhance Your Customer Experience
We are thrilled to announce and extend our invitation to you for an exciting and
Acting Upon Customer Listening Culture Channels, featuring Tzachi Ben-Sasson, Head of VOC at Amdocs.
We are thrilled to extend an invitation to our upcoming event with only six days
In partnership with SAS, the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement Journey.
In partnership with SAS, the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement
Reframing the B2B Engagement Journey – CX On ECXO Executive Sessions
In partnership with SAS, the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement
Building a CX Driven B2B Operating Model by Eytan Hattem, Chief Customer Officer at Prodware.
The ECXO- European Customer Experience Organization is thrilled to present Building a CX Driven B2B
The European Customer Experience Organization – Upcoming Events, Research, and Activities for You
The European Customer Experience Organization – Upcoming Events, Research, and Activities for You
From CX to Distinctive Experiences with Joe Pine
The European Customer Experience Organization is delighted to announce Joe Pine, discussing From #CX to Distinctive Experiences with our CX community. https://ecxo.org/customer-experience-super-events-from-cx-to-distinctive-experiences-with-joe-pine/
#experienceeconomy #servicedesign
How AI will Change the Status Quo in CX in 2022 – ECXO In partnership with Five9
A Super CX Event: How AI Will Change the Status Quo in Customer Experience in 2022 – In partnership with Five9 and ECXO on February 23, 2 PM CET or 1 PM GMT
Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead
The European Customer Experience Organization (ECXO) invites you to Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. You are all welcome to the open-access webinar with 120 places available. On February 16, 2 PM CET or 1 PM GMT.
eCXO day: Ron Kaufman, one of the best CX and EX Speakers around the Globe presenting in ECXO
Ron Kaufman, one of the best Customer and Employee Experience and Services Doers and Speakers around the globe, will present for eCXo Day
Ανακοινώθηκε η Tabitha Dunn ως προσκεκλημένη ομιλήτρια του ECXO
Σας προσκαλούμε στη δεύτερη εκδήλωσή μας με τη φανταστική Tabitha Dunn, Chief Customer Officer, Head of Customer Experience and Global Sales Excellence στην Ericsson.
Ανακοινώθηκε ο πρώτος προσκεκλημένος ομιλητής του ECXO, ο Dr. Marcell Vollmer
Ο πρώτος ομιλητής μας θα είναι ο Dr. Marcell Vollmer, εταίρος και διευθυντής της BCG, στις 14 Απριλίου στις 7 μ.μ. CET και στις 6 μ.μ. UK στα διαδικτυακά σεμινάρια zoom.
Η ECXO συνεργάζεται με την The CX Academy
Είμαστε ευτυχείς που η The CX Academy επέλεξε τον ECXO - European Customer Experience Organization για να είναι συνεργάτης του κορυφαίου και πρακτικού προγράμματος εκπαίδευσης και πιστοποίησης CX και ανυπομονούμε για αυτή τη φανταστική συνεργασία.
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