Customer relationship

Even if everybody's talking about customer experience there's no precise and shared definition of it and that allows service/tech providers to stay vague and sell anything to anyone. One day the party will stop...

Communities, communities. That word is never out off brands lips to refer to the people they try to communicate with. But, by using the same word for everybody, they take the risk of treating...

2018, consumérisation, expérience client, expérience employé, simplification, transformation digitale

2018, e-commerce, expérience client, expérience employé, transformation digitale

For any business, the first digital matter is communication. I would even say that communication is the first concern of any business, regardless if taken with a digital approach or not. No communication, no...

When the web started to become a little bit mainstream, brands did nothing but digitizing their paper communications with showcase sites. A couple of years later, with the advent of "web 2.0" and internauts...

chatbots, relation client, relation employé, Ressources Humaines, service employé, chatbots HR,gestion de la relation employé,

I've already discussed the fact businesses are unprepared to the coming to force of GDPR. In this post I'd like to highlight on the challenge that consists of taking the matter by the right...

expérience client, expérience employé, parcours utilisateur, process, rationalisation, simpliciité, simplification, usages, workflows

communautés, marques, gestion de crise, community management, communication, relation client

Every business claims it's customer centric. At least that's the discourse, reality being very different. Between those thinking they know their clients while their client think they don't and those that collect data without...

Communication, délivery, expérience, experience de marque, marque

culture, ecommerce, hiroshi mikitani, livre, Management, marketplace

These last years have seen the advent of platforms as a leading model in the digital economy, to such an extent that many came to the conclusion that the future belongs to platforms and...

Digital transformation mainly relies on two joint streams : employee experience and customer experience without which the employee experience won't be delivered. On the other hand, leaders often underestimate the digital maturity and appetite...

For many people, experience is the central idea in digital transformation. A word that suddenly broke into our day-to-day lives but is nothing new : the founding act of the experience literacy is The...

Customer-centricity is not option and it's the word leaders and managers are repeating all day long, endlessly. In the digital era a business can't be anything else than customer centric. Funnily, it often makes...

We've been hearing that customer experience won't exist without employee experience for such a long time that we see it eventually happening. According to my observations, many businesses are following the same path. At...

This is the first post of a series about the latest edition of HR Tech World in London, which I introduced here. I had lots of expectations regarding this event : employee experience, creativity in...

automatisation, B2B, caterpillar, connaissance client, data, données, expérience, expérience client, extranet, marketing, optimisation, process, self-service, valeur