Artificial intelligence (AI) is at the top of each hype cycle…. but what is AI and do we really need it? First of all, this article will not describe in detail what AI is. Think there are other who can do this better. AI is often used as a buzzword for some “intelligence”. There is a difference between AI and intelligence algorithms which have no self-learning component in. …

Here is a personal CX experience which I would like to share… Just change my mobile carrier. After 4 days or so I received an SMS with a link saying “Here’s your personal invoice video”. The video started saying “Hello Sven”.. I was thinking wow, a personalized video and expected that they come up now with an example invoice to explain the…

Two topics often uses as a synonymous, but different. While this topics are also mixed with in articles it is important to clarify the differences. There is for sure an overlap of Digitalization and Digital Transformation. Both topics needs each other. Why? See this picture:

It’s not a secret, most of us agree that digitalization isn’t where it should be. The digital maturity of companies is often at the beginning and the speed of digitalization is low. How does it look like with the CX maturity? Transformation is a new buzzword, it took place since thousand of years. It is a holistic topic which takes place bottom up. This means we need to pick single topics and have a look how to transform them . …

Customer Experience is the experience which is coming from the customer and not from the brand who wants to build the experience for the customer… this would be brand experience. But how do we build a true Customer Experience with the “ ‘s “ in it’s core? There is a huge discrepancy of companies goals and customer goals. Companies work mostly for their stakeholder. If a company is on the stock they work for the share price development. To increase the share price there are different ways to reach this.

One very often used topic, a topic which is mostly taken over just for own benefits and making the own business a bit more easy. Companies define the customer journey as “journey maps”, other rename campaign solutions to journey solutions. In truth the customer defines the journey which means that it is the “customer managed journey” and not the “managed customer journey”. Why do we have the “customer journey”? It is a topic we use…

This is e-mail, display, social, mobile, content, advertising, online. offline,… marketing. Just nonsense, we should have only one channel… the customer! Customer Experience vs Customer’s Experience… a huge different. A brand shouldn’t work on to place his vision as an experience into the customer. The customer has an interest, need and/or pain. He doesn’t cares about the channel, he is just using channels at different times in different ways. …

Last week the big #SAPPHIRENOW took place. There are many topics they have had to address, while my focus was on the CX area. I was really looking forward to the keynote of Christian Klein. Leaving the technical issues at the beginning out, it was a great format and showed how online events should be. Well done! Haven’t seen something like this before… till the German Telekom came up with their “Digital X” event yesterday in Germany which was also a “wow” and really customer…

Another boring CX study? For sure not! Pega discovered 4 very important false narratives which underlines the core issue CX has today. A great starting point for a broader view… Have you thought about the difference between “Customer Experience” and “Customer’s Experience”? Can we build a Customer Experience? What we can do is, to help the customer with his interests, needs and / or pain. With this, we help him to build his own experience. If we try to build…