Connecting CX Data with CRM and ERP
Feedback without context is just an opinion. Only once it's linked to data about who the customer is, what they've bought and how they've behaved before does it [...]
GDPR and feedback collection where CX teams most often go wrong
Most CX managers will tell you GDPR is a legal department problem, something that only matters when you're sending a newsletter or setting cookies on a website. The [...]
When service is invisible, it works best
The best customer experience is the one the customer never even notices. No complaint, no call to support, no frowning at an email. Just a feeling that everything [...]
Where Optimization Ends and Manipulation Begins
Customer experience (CX) today stands on three pillars: data, behavioral science, and precise design. Companies understand heuristics, work with cognitive biases, and test interface variants in real time. [...]
Why humanity matters more than ever in the digital economy
Ten years ago, “digital first” was a strategy. Today it is a minimum without which a company practically does not exist. Automation, self-service, chatbots, or generative AI have [...]
Why Fewer Interactions Can Mean Better CX
Many organizations still confuse activity with value. More emails, more notifications, more surveys, more touchpoints. Customer journey maps keep expanding, driven by the intention to “stay close to [...]
How B2B Customer Expectations Are Changing
Just a few years ago, personalization in the B2B environment was perceived as a competitive advantage. Today, it is rather a baseline requirement. Addressing by name, knowledge of [...]
