The same store will not guarantee you the same purchase.
Imagine visiting two branches of the same retail chain on the same Tuesday afternoon. The same logo above the entrance. The same assortment. The same price tags. The [...]
A tailor-made CX system as a competitive advantage
Companies today invest in customer experience (Customer Experience, CX) more than ever before. According to data from Gartner, more than 80% of companies compete primarily on the basis [...]
58 touchpoints that determine a market leader
At first glance, this is another example of a “well-managed customer experience.” In reality, however, this project shows something more fundamental: a shift from partial initiatives to the [...]
Where purchase decisions are made and why companies fail there
Measuring experience only after the purchase is not enough. How one heat pump manufacturer uncovered weak points in the customer decision phase At first glance, it was a [...]
When CX stops being just a number in a report
When feedback is not enough: Why customer experience improved only when it returned back to the branches In industries such as banking, insurance, telecommunications, or used car sales, [...]
CX as the driver of delivery
The speed and reliability of delivery today determine whether a customer returns. According to PwC data (Future of Customer Experience Survey, 2022), delivery is one of the most [...]
CX as a driver of change in insurance
Insurance has long functioned as an industry where the product dominated over the experience. The client arranged a contract, and if no problem occurred, the relationship with the [...]
