Europe’s Rocky Path to Digital Transformation: What to Expect Next

For years, Europe has lagged global leaders in embracing digital transformations. In an age when interactions, transactions, and the overall economy are increasingly happening in the digital realm, companies here aren’t realising their full potential. And the situation isn’t improving fast enough – in fact, it could get worse.

Differentiate Your CX with Emotional Connections

We’re experiencing an explosion of choices. The digitalisation of industries allows consumers to source nearly anything they want from anywhere in the world. And this has led to the commoditisation of most products and services. As a result, companies need new ways to connect with their customers and differentiate themselves from the competition.

9 Leadership Behaviors That Drive Customer Loyalty

This was originally posted as an article in the Customer Strategist Journal.
To read the latest issue click here.

My colleague Kurt in Brussels recently told me a customer experience story he experienced first-hand. 

Customer Experiences that Fall Flat—And How to Fix It

Savvy brands understand that excellent customer experiences are a vital part of business. Yet consumers across the globe indicate that many brands still have work to do when it comes to meeting—much less exceeding—their expectations and earning their loyalty.

Evolving Customer Care for the Millennial Generation

Millennials are a force of nature in today’s marketplace. Supercharged with a sense of purpose, connectivity, and drive, they are bringing innovation and change into the workplace and consumer area. Therefore, it is imperative that the customer service space is in touch with them or risk becoming outdated.

The Hidden Obstacle to Great Corporate Culture: Unconscious Bias

This was originally posted as an article in the Customer Strategist Journal.
To read the latest issue click here.

CX Leadership Corner: 9 Ways to Effectively Communicate via Digital Presentations

Do you ever need to deliver digital presentations, communicate with senior leaders and colleagues, or pitch to clients online via webinar and video?

The 3 Customer Journey Layers that create the most impactful CX Maps

Lead don’t follow - 2019 European CX Trends

As January ends, our new year’s resolutions should shift from wishful thinking to taking action. I’m confident that companies want 2019 to be the year they redefine their customer experience (CX). But like quitting that bad habit, you need guidance and preparation.

Customer Journey Maps: Which Framework is Right for You?