Michelli Experience

SEPTEMBER 4, 2018

My team and I, have helped many businesses understand not only the elements of a journey map but also the why and how of map creation, persona-development, and the optimal branded experience principles that should be delivered at key customer touchpoints. How do you help people use the tool in service to improve the customer experience?

Customer Journeys 220

Customer Journeys Government Touchpoint Customers 220

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. Since the pandemic began, however, the challenge has evolved into not just standing out, but instead to effectively pivot, innovate and transform your business.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Forrester's Customer Insights

NOVEMBER 26, 2020

Bosch is internalizing this observation as it transforms into a digital business; the company’s culture directly impacts the way it works and innovates. There’s a saying that “culture is what people do when no one’s looking.” Cultural transformation is a […].

Culture 40

Culture Innovation Technology Management 40

C3Centricity

NOVEMBER 20, 2017

In general understanding the category by zooming in is best for growth, zooming out for innovation. How are your customers changing? After identifying which category users are the most attracted to your offer, you also need to consider how this sub-group is changing. I call this zooming in and zooming out.

How To 168

How To Insurance Groups Consumers 168

Customer Alignment

OCTOBER 2, 2017

We work with companies just starting out in Customer Experience as well as those who are more advanced along their Customer Experience path. Principle 1: Value your Customer The ‘right’ insight is at the core of Customer Experience. Leverage existing insight. Continually listen to customers.

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

Forrester's Customer Insights

OCTOBER 16, 2023

It’s no secret that many of the challenges in getting value from data and insights are rooted in the need for better data literacy, internal communication, and a stronger data culture. It’s even become the subject of an SNL-worthy (for us data people) satire online. This week, we saw a meaningful move at addressing data […]

Data 58

Data Leadership Company Culture 58

Forrester's Customer Insights

APRIL 20, 2022

There's no such thing as a culture of resilience/innovation/collaboration. There's only culture energy. Learn more.

Culture 26

Culture Innovation Customer Change Customer Centricity 26