Marketing & Strategy Innovation blog

Keeping Employees Informed About Customer Experience Transformation Efforts

According to TechTarget, “Customer experience management is the collection of processes a company uses to track, oversee, and organize every interaction between a customer and the organization throughout the customer lifecycle.”

Gartner defines it as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty, and advocacy.”

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To Bundle or Unbundle, That is the Question

For several years, I gave most of the presentations at the AT&T AdWorks Lab and of course, the entire discussion of un-bundling and cord-cutting was always part of the discussion. At the time, I used to say that I thought that cord-cutting was potentially more of a point in life thing and less of a generational issue. When you're single and loving alone or with roommates, you don't want to be the one stuck wit that monthly bill, so it makes sense. As you get older and have a family, you start to realize how much all of the channels cost to deliver all of the content you really want.

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The Coming Crisis Over Corporate Purpose

The World Economic Forum (“WEF”) is gearing up for its annual confab in the Swiss Alps by publishing a “Davos Manifesto” about company purpose. It smacks of dishonesty and desperation.

I caught the full-page ads in the Financial Times and New York Times which, interestingly, had different headlines: The FT called it “The Universal Purpose of a Company in the Fourth Industrial Revolution” while the NYT headline just read “A Company’s Purpose…”

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What Exactly Is Employee Experience?

Today’s post was originally published on Forbes on February 1, 2019. I’ve made some modifications to that original post.

It’s starting to happen. I hear it. I see it. Finally.

It’s not perfect, but we’re making progress. I’ll take progress at this point. It’s better than nothing.

What am I talking about?

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Customer Service Happens When the Experience Breaks Down

Understanding the difference between customer experience and customer service will save you money in your contact center!

There’s a quote (which I may have evolved over the years) from Chris Zane, founder of Zane’s Cycles, that goes like this: “Customer service is what happens when the experience breaks down.”

It’s a great quote for a variety of reasons, not the least of which is the fact that it nicely differentiates “customer experience” and “customer service,” which people often confuse to be one and the same. Not so.

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Nobody Cares About Your Sustainability Report

As many large companies prepare next year’s sustainability reports, it’s important to note that nobody cares.

Well, very few people care, and they fall into three little buckets:

First, specialized interest (or pressure) groups await the reports so they can check on how badly companies are falling short on whatever idealized goals the groups have set.

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Futurelab joins forces with infinit.cx as an independent subsidiary

A couple of months ago, we announced that Futurelab had become a partner infinit.cx, a leader in complex contact centre solutions which has a long list of successful customer experience stories in Germany. Today, we are happy to announce that we have gone further in our partnership. From now Futurelab will be an independent subsidiary of infinit.cx GmbH.

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Futurelab’s founder will be judging at the International Customer Experience Awards 2019

Less than a month separates us from one of the most inspiring events in the CX world – the International Customer Experience Awards 2019. And this year our consultancy company will be again in the center of it. 

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How To Interest Your Colleagues in the Customer Voice

Customer-centricity starts by listening to the customer. But in many organisations it seems that the further you get away from the customer (research) department, the less people actually listen.

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