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. And this behavior is often highly irrational and not always clearly recognizable or predictable...
CX Management is Expectation Management It 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...
MIIICX – Happy 1st Year WHY NOT works – we are implementing new perspectives for CX. We are proud of our customers who already successfully implement Behavioral Customer Experience with us in their companies. We remain curious to constantly develop our...
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