From Silos to Journeys: A Guide to Customer-Centric Operations
True customer-centricity requires a fundamental shift in how organizations operate, from a product-focused mindset to a journey-centric one. This is not just a change in process, but a…
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Read article: From Silos to Journeys: A Guide to Customer-Centric Operations
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How AI Agents are reshaping Service Delivery
Read article: How AI Agents are reshaping Service DeliveryThe most significant shift in customer experience design is the emergence of new actors within the service ecosystem: AI agents. These are not just tools; they are active…
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Your CX is only as good as your organization is fluid
Read article: Your CX is only as good as your organization is fluidOld processes and technologies can keep established organizations from creating exceptional customer experiences and achieving future growth. Good customer experience demands organizational fluidity.
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The Will to Transform
Read article: The Will to TransformResearch indicates that fostering the desire to change in employees is the determinant of transformation success or failure. Companies that work to create this will, cultivate important skills,…
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We under-invest in our human capital
Read article: We under-invest in our human capital"The real million-dollar question is: how do you develop a customer service organization where people know how to have great conversations?" Dimitri Jambé poses this challenge with the…
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Dark patterns steer customers
Read article: Dark patterns steer customers"At what point does customer experience management become manipulation?" Koen Peeters, Business and Service Designer at Proximus, poses this provocative question with the thoughtfulness of someone who navigates…
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The human voice behind customer data
Read article: The human voice behind customer dataCustomer experience is often reduced to metrics and spreadsheets, Anne-Laura Janssens stands as a passionate advocate for keeping the human element at the center of every business decision.…
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The human side of CX
Read article: The human side of CXExplore Belgian CX through Antwerp's cultural mosaic with Michel Stevens on Table 7! Join Anne-Laura, Dimitri, and Koen as they discuss human connection, ethical design, and multicultural service…