Customer Experience Strategy

Don’t Do Digital Transformation, Design It

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. As a result, they are not going deep enough into insights analysis and cultural change. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. He recently caught up with CMO to discuss the ongoing challenges many …

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Brands That Deliver the Best #CX Achieve 54% Higher Revenue Growth

(This is a guest post from KPMG. It’s included because it’s one of the best reports in years on #CX.) To read the full KPMG Global Customer Experience Excellence report: Tomorrow’s experience, today, please visit: www.kpmg.com/customerfirst. Brands that deliver the best customer experience achieve 54 % higher revenue growth, according to a new KPMG Global …

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The Intersection of Customer Experience, Business & Tech

Interview with Mike Wittenstein, Founder of Storyminers as seen on the Digital Customer Experience website  Tips from an Expert in design thinking, customer experience and the power of story   Is there a difference between customer experience and digital customer experience anymore? Customer Experience used to focus on what happened in the real world and Digital Customer …

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If we understand our customers, how do we then improve customer experience?

This guest post is from Lisa Kenny of Maru/Syngro, exclusively for StoryMiners. If we understand our customers, how do we then improve customer experience? More often than not, an organization will analyze customer feedback, pick the most common denominator and seek to fix the problem quickly. If this is you, unfortunately, you are doing it …

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