Beyond HBR’s “truth about customer experience”

Harward Business Review just published a great article about Customer Experience and Journey. See here. The main point of the article is, that managing single touchpoint engagements doesn’t provide sufficient customer experience. My advice is: Don’t design just touchpoints – Design chain of events, proactive and reactive. Development and measurement is often done engagement byContinue reading “Beyond HBR’s “truth about customer experience””

Choosing and Buying – Cross-channel influence

We first started the development of cross-channel customer behavior analytics methodology – One Experience in 2004. The original insight about channel development was about clear conflict between companies channel development practice and customers actual behaviour. Companies used to develop each channel individually. Very often each channel has still own channel responsible management that is developingContinue reading “Choosing and Buying – Cross-channel influence”