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Customer Experience in times of remote work

Many analysts, including myself, have repeatedly written about us having entered a new normal, which is enforced by a so-called green swan event – an event that according to BIS is “extremely [financially] disruptive and that could be behind a systemic [financial] crisis” (brackets set by Thomas Wieberneit). Supply chains are broken, employees need to work from home, stores were forced to close for prolonged times, and so on. This has the potential to seriously harm the base function of a business, which is helping their customers solve their problems. Looking at the pyramid of customer expectations, businesses are often barely, if at all, able to maintain its lowest level – the level of effectivity – and are far away from making it easy for their customers or even providing them with a joyful experience when interacting and engaging with them.
Figure 1: The hierarchy of customer expectations Yet, we are in an era where products and services themselves get increasingly deprecated and…
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Corona is over - and now? Trust, agility, and relevance are your currencies

Let’s fast forward about 6 months and Imagine that the Corona crisis is over. Well, not really over, but being on a way of economic and especially psychologic recovery. There will be (yet another) new normal, a new equilibrium of life, personal as well as business. Societies, governments, economies and people have learned to deal with an unprecedented situation.
How will the situation look like for businesses? And how will software vendors and consultants be able to improve the situation of their customers? Businesses were forced to a grinding stop, with obvious and disastrous results not only for themselves, but in particular for their customers’ experience. They will have seen huge losses, in spite of governments providing lots of stimulus in terms of trillions of dollars. Businesses more than ever before are facing the need to look precisely at where they spend their money and how they get their restart accomplished. Many people have seen or still are in unemployment. They need and…

Customer Experience is the way - but how to calculate its value?

These days, everyone, including myself, is talking about a great experience being the new differentiator. About product, and service being less and less of a factor distinguishing businesses. There is talk of customer experience, user experience, brand experience, product experience, consumable experiences, but mostly this is summed up under the umbrella of customer experience. With this, of course, businesses are reacting with creating customer experience initiatives, building strategies, and implementing solutions, from customer journey orchestration via 1 to 1 marketing solutions, or voice of customer programs. The result is significant investment and CEOs being convinced that their customers have a very good experience. Just that their customers tend to not agree to this assessment, which leads to a considerable experience gap.
Abbildung 1: Experience Gap. Source Qualtrics What is the experience gap? At the end of the day, it is the mismatch between brand and product promise and …

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