This weekend I was reading to make the top 10 CX and EX blogs of February and was again reminded of the non sense of so many, often very costly, benchmarks. Specifically the intention behind most benchmarks. So time to share my short benchmark blues with you today. To Benchmark… The best focus is the […]
Customer and Employee Experience : Review Top 10 Blogs February 2019
Based on the data of ahrefs.com, I have reviewed the top 10 most popular customer and employee experience blogs published in February 2019. The rating is based on the added value I think the blog has for you as a business leader working with CX and EX. PART I : TOP 5 CUSTOMER EXPERIENCE BLOGS […]
The Risk of AI in Customer Experience Research (The Sense and Non Sense Series)
You cannot read any trends in customer experience, without reading about the huge potential of artificial intelligence (AI). And there is not a CX tooling company that is not promoting its AI capabilities. But is AI the way to go in CX research? In this blog, I share my views on why most current AI […]
Customer Experience Measurement with Impact : How to Find the Real Drivers of Your Customers’ Journeys (Stage 2 Framework)
In Stage 1, you and your team have gathered all the relevant information to find the drivers for each step in the journey. This second stage is where we start involving customers. By sending them the questionnaires that are built on the insights from the detailed journey workshops. In this blog, I’ll walk you through […]
Customer Journey Mapping: the Complete Guide to Define the Journey to Accelerate In Experience (Stage 1 Framework)
The very first step when using the Accelerate in Experience framework is to define the customer journeys. There are many approaches to map the customer journey. But which one is the best? In this blog, I’ll share with you the best approach for journey mapping, when your goal is to find the real drivers of […]
Customer and Employee Experience : Review Top 10 Blogs January 2019
Based on the data of ahrefs.com, I have reviewed the top 10 most popular customer and employee experience blogs published in January 2019. The rating is based on the added value I think the blog has for you as a business leader working with CX and EX. PART I : TOP 5 CUSTOMER EXPERIENCE BLOGS […]
NPS v. CES v. C-SAT: When to Use What (The Sense and Non Sense Series)
Wondering what is the best metric to use in what situation? In this blog, I will share the pros and cons of the three most commonly used metrics in customer experience: Net Promotor Score (NPS), Customer Effort Score (CES) and Customer Satisfaction (C-SAT). So you can then decide for yourself when to measure what. NPS, […]
Customer and Employee Experience : Top 10 Most Popular Blogs of All Time
Are you lost in the huge amount of customer and employee experience blogs? Searching for ways to quickly sort through them, to find those blogs that add value to your expertise? Starting with this blog, I will help you in your search. Based on the insights from Ahrefs.com, I will analyze the most popular blogs […]
Employee Engagement and Leadership: 5 Interventions that Enhance Engagement
Wouldn’t it be great to get some hands-on ideas on how to improve the engagement of your employees? That’s exactly the goal of this blog, based on the book Alive at Work by Dan Cable. It’s the new bible (as far as I’m concerned) if you want to move toward engaged employees and a more […]
Customer Experience Management : The Accelerate In Experience Framework Explained
Customer Experience Management is at the top of the agenda of practically all organizations. At the same time, one of the biggest challenges is to do it right. In this blog, I offer a comprehensive framework (pdf) on how to accelerate customer experience in your organization and focus on what really matters. I will be blogging […]