Customer Experience, Machine Learning & Behavioral Economics
Corona showed us: Home office works without productivity suffering or companies falling apart.
Who actually came up with the idea that CX is an extra discipline? Customer experience is undoubtedly THE decisive competitive factor.
We love control illusions. But we are neglecting the “factor” human, who is doing exactly what he has always done: He acts human.
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...