Customer Experience, Machine Learning & Behavioral Economics

Crisis was not on the agenda

We love control illusions. But we are neglecting the “factor” human, who is doing exactly what he has always done: He acts human.

crisis was not on the agenda

Successful CX Management is good expectation management

CX Management is Expectation ManagementIt is certainly good to know expectations from the customer's perspective. But if you only do what is expected of you, nothing will soon be expected of you. It is certainly good to compare expectations with the experiences...

CX Management is Expectation Management