A practical guide to operationalise customer journeys

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 …

The Magic Mix in the Digital Transformation of the HR function

Everything is going digital, including the HR function but, like any other organisational operation, the question of how far we should go when embracing that transformation is unskippable. How much is enough and what role should humans play? Before addressing the question, let’s set the basis. Human Experience Management, or …

The bet on Customer Transformation to build enduring relationships

Maria, who lives in Luxembourg, was dreaming about going to Porto in May 2020, taking advantage of the abundant number of bank holidays during this month. She even booked her plane tickets and accomodation quite in advance, cleverly anticipating that prices would go high during this period. In March, she …

Five podcasts on technology matters you have to master in 2020

It’s already 2020. A new decade starts off. If you had to search for three adjectives to define the previous one, what would they be? Because it’s a difficult exercise, we chose two-word adjectives: technologically restless, politically surprising and environmentally disappointing (however, the rise of ESG investments and sustainable finance, …

Six Customer-Experience related books our experts recommend for your business

Revolution vs incrementalism to design true customer journeys? Despite user experience (UX), user interaction (UI) and related matters becoming more and more ubiquitous in business, the reality is that only 13% of organisations think of the customer journey when structuring themselves according to latest research*. Most Customer Experience (CX) decision …

Why “design for experience” is becoming the new normal

UX, CX, UI, Service design, product design, you name it: we find hundreds of articles defining them, clarifying their scope or even comparing them. This overwhelming information shows these disciplines are thriving now, however, their principles have been for a while among us. Traveling back in history, Leonardo Da Vinci, …

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