Tag: customer experience

Employee Experience

Can we turn the pyramid upside down without the customer?

Hierarchy as a factor of organizational complication When we talk about pyramids, we're of course talking about the...
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Customer relationship

How years of progress have killed customer service

Every company is talking about customer experience, and has been investing heavily in customer service for years....
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Employee Experience

Experience is the new name for quality and is the result of operational excellence

I have always been convinced that there is a lot to be gained by looking at what...
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Customer relationship

Personal data: the fine line between personalization and intrusion

GDPR will soon celebrate its first anniversary. Not all companies are fully up to date and in...
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Books I read

How to transform your business with design and customer centricity.

Which company does not nowadays claim that customer orientation is its main concern? I wonder what they...
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Customer relationship

No ! Experience is not a matter of content only.

Even if everybody's talking about customer experience there's no precise and shared definition of it and that...
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Customer relationship

Being digital in 2018 : consumerize your organization

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

Being digital in 2018 : stop thinking that digital is all about the customer

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

Employee and customer experience : simplification is not rationalization

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