Customer Experience Insights

Anders Hansen Warming. Executive Officer

Do you (also) not get enough out of your customer surveys?

Today, many companies get nowhere near enough from their customer surveys and their work with customer feedback in general. Often, this is...

Anders Hansen Warming. Executive Officer

Do you (also) not get enough out of your customer surveys?

Today, many companies get nowhere near enough from their customer surveys...

Customer Experience - Nicholas Vinther Skov. Head of CX Advisory

there is a new sheriff in town!

Is it a good thing when a company gets a new, experienced CEO? Sort of,...

Customer Experience -, Customer Journey - Nicholas Vinther Skov. Head of CX Advisory

Don’t forget the product in the customer journey

You don’t need to study the lesson on Customer Experience for too long to be...

Customer Experience -, Customer Journey -, Customer Journey Mapping - Anders Hansen Warming. Executive Officer

When did you last (re)visit your customer journey?

The work with customer journey mapping and the understanding of your...

Nicholas Vinther Skov. Head of CX Advisory

4½ books that are not about Customer Experience ...

... but which will still help you get better at it.My good colleague Else...

Nicholas Vinther Skov. Head of CX Advisory

The art of surveys in Paris

I am quite fond of art. Great art, for me, is when the artist knows his...

Nicholas Vinther Skov. Head of CX Advisory

Standin’ on a Mountain Top

... song by Seals & Crofts. However, on this July day, the only music you...

Thomas Phillipsen, Business Psychologist

Why your strategy fails, and what you should do instead

The mood after the meeting of the governing board is sky-high.

Claus Pertou Østergaard. Ph.D. Concept Manager

Design Thinking is the key to tomorrow’s excellent customer experiences

At one of the year’s major Customer Experience conferences, CX Europe 2018,...

Søren Smit. Director

Machine learning makes a goldmine of your survey comments

Imagine if your company could systematically - and at lightning speed –...

Nicholas Vinther Skov. Head of CX Advisory

Avoid harmful KPIs with 3 tips from behavioral psychology

I am surrounded by KPIs. The infamous Key Performance Indicators.

Søren Smit. Director

Deliver improved customer experiences with synchronized insights

Companies have realized that working on improving customer experience leads...

Nicholas Vinther Skov. Head of CX Advisory

Three hurdles to your customer segmentation

I am a frustrated fan of customer segmentation - and I really do have to...

Anders Hansen Warming. Executive Officer

On positive customer experiences and superheroes

Several months ago, we were admitted to hospital with our 4-year-old son....

Nicholas Vinther Skov. Head of CX Advisory

Time for an injection: Inoculate customers!

At time of writing this, I have never lost my baggage on a flight. 7-9-13. I...

Nicholas Vinther Skov. Head of CX Advisory

The customer comes first - if your employees are properly motivated!

I was in the middle of observing the staff at a Waitrose supermarket in...

Anders Hansen Warming. Executive Officer

On worn-out running shoes and omnichannel customer experience

What do my worn-out running shoes, marathon training and a visit to...

Anders Hansen Warming. Executive Officer

Where do the results of your customer surveys end up?

Customer Insight Manager. Customer Intelligence Specialist. CXO. Head of...

Nicholas Vinther Skov. Head of CX Advisory

Can disruptions and customer focus go hand-in-hand?

A few months ago, I displayed some rather suspicious behavior in a number of...

Thomas Vestergaard. CEO

What is good Customer Centricity?

The cabin is stuffy with impatience, wrinkled shirts and cell phones in...

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