Tag Archives: Customer Centricity

5 Reasons Why You Should Invest in Improving Customer Experience

Jaakko Männistö, Founder and CEO of Feedbackly  shares his experience building customer experience strategies for clients of Feedbackly, a customer experience management company he started in 2013. There are two things that every business wants: more customers and less red ink … Continue reading

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How Singularity Kills Customer Experience Management

The pitch may have changed, but the singular focus on cost reduction did not. And that will turn CEM into another fad like it did turn CRM into more efficient, i.e. inexpensive way to provide sales management reporting and low cost customer support infrastructure Continue reading

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Algorithms vs People – Customer Experience Perspective

Algorithms do not perform better than people. However, they do consistently perform better than many people. Customers demand consistent experience every time. Continue reading

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Why is it so difficult to get funding for Customer Experience change?

If you are reading this post you are likely well aware of customer experience’s capacity to improve your company’s performance. You are also likely very frustrated with a lack of actual commitment from your boss. Oh, he is probably saying … Continue reading

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Where are Customer Experience Success Stories?

90% of executives say that customer experience is central to their strategies, and 80% want to use it as a form of differentiation. The problem is that 86% of these executives do not expect to see a significant uplift in business resulting from it. Continue reading

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