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Showing posts from January, 2023

How to tie CX to business success in three simple steps

In 2022, the Forrester CX Index dropped for the first time in years, with nearly twenty percent of US brands seeing a drop in customer experience. Towards the second half of 2022, an increasing number of companies fear a recession and put their spending under scrutiny. At the same time, companies still struggle to link CX projects to business outcomes and their metrics, let alone to financial metrics. In addition, Forrester predicts that also in the next few years, CX teams will lack critical design, data and journey skills. In parallel, there is an increasing number of companies that deliver software and/or services that are intended to help businesses improve their CX. In the past years, CX has established itself as a whole new category of software. Many a company has repositioned itself to become a CX vendor, examples including all major CRM vendors, but also call center specialists like Genesys. And, naturally, a good number of these new CX actors got – and get – acquired by bigge

Social media is dead - long live social media

Rest in peace, Social Media! Yes, I know, you have been pronounced dead numerous times already, and that as early as 2011 by the Sillicon Valley Watcher , if not earlier. You lived on. Still, now you really need to admit that you are a dead thing walking. You had a short, yet exhilarating life. And you, admittedly, developed astonishingly fast and far from your humble beginnings in the early 1970s and the first bulletin board systems around 1980. These have been the glory days of FidoNet, CompuServe, or AOL. followed later. The early noughts gave us a flurry of messaging systems, LinkedIn and XING, not to forget the infamous 4chan . Anno domini 2004 brought us Facebook, 2005 brought us YouTube, Twitter followed in 2006. Google attempted repeatedly to get the hang of you (Orkut, Google+, anyone?) and still has some messaging services up and running. All of these platforms have in common that they started up with the claim, some of them even with the objective, to make

Three CX predictions and how to get some value from them

At the end of a year and the beginning of the following year all kinds of research organizations and pundits make their predictions. So could I but then, this year I choose to have a look at some predictions and comment on them. After all, there are predictions for all sorts of areas, including CX. So, what I’ll do instead is having a look at some them. I’ll analyse their rationale and give brief recommendations on what can be done to help work with them. This should be far more beneficial for you than me adding my own – probably redundant – predictions for 2023. So, here we go! These are my top three, along with some recommendations for enterprise software vendors and their customers. One in five CX programs will disappear One of the predictions of Forrester Research is that “one in five CX programs will disappear”. The good news is that at the same time one in ten will get stronger. This is largely, because businesses have not yet embedded CX into their business strategy. A second

How to improve CX in times of a downturn

Finally, it happened. We lived in our blissful world of an abundance of money that fuelled the illusion of eternal and unlimited growth. The stock markets knew only one direction for a decade. They were rising and rising. Venture capital was readily available. Valuations of all sorts of companies, profitable or not, skyrocketed. Growth at all cost over profitability has been the war cry. Acquisitions have been extremely expensive up to the end of 2021. Logic never supported this illusion, the signs have been on the wall, yet we closed our eyes. Then, in 2022, reality knocked at our doors, and none too subtle. In the “CX industry”, examples for this quite rude awakening include Zendesk. Zendesk went  private in June 2022 for $10.2 bn after refusing a $16+ bn offer in February 2022. Another one is Freshworks shares starting a steep decline in October 2021 after a very successful IPO in September 2021. These are only two examples and I by no means want to single out these great comp

It is this time of the year again - your favourite articles of 2022

Happy New Year to everyone! Apart from all the political suff that I do not want to dive into, the year 2022 has seen a lot of exciting events and topics, from the rise and fall of the Metaverse, to lots of defaulting crypto companies. Towards the end of the year, chatGPt stirred up quite some waves. Not to forget the long story of Elon Musk taking over and handling Twitter ... In more conventional areas, we have seen more of a renewed interest in affordable CX suites. Earlier in the year, also CDPs have been a big topic. Tips for good engagement to achieve customers having a positive experience is also always a topic. (Nearly) all of this is reflected in the 2022 top ten of my blog, which has seen a good number of visits.  A big and heartfelt thank you to all my readers! Here are your top ten articles of 2022. #10 How to engage for customer experience and success #9 How to create value with a CDP #8 The impact of the supply chain on the customer experience #7 A great human - bot conve