Customer experience management is not about managing every objective “experience” your customers have with you. It’s about understanding, measuring and creating “experiences” that customers “value”. So while service and efficiency are wonderful things, they represent "business as...

Willkommen in der Experience Economy -- Von der Service Economy in die Experience Economy -- Die Zutaten für die perfekte Experience -- Experience und Purpose Economy -- Ganzheitlich denken! Experience Economy ist überall -- Brand Experience im B2B-Geschäft -- Banken und Versicherungen –...