Category: Customer Experience

Navigating through 11 cognitive biases to unlock customer-centric success

Customer Experience

Picture this: it’s 2009, and Volkswagen Sweden decides to conduct an experiment on how to influence people’s behaviour in their environment for an ad campaign promoting their new, more fuel-efficient brand.  More precisely, the well-known automotive company wants to encourage people to take the stairs instead of the escalator in …

A practical guide to operationalise customer journeys

Customer Experience

Customer-centric organisations are much better positioned for market leadership. But many are faced with two core problems: 1) they’re too focused on incremental improvements to existing services and products in silos, or 2) they’re simply not customer-centric enough, having only a partial view of their customer needs. Today, organisations should …

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