Unternehmen stehen im Kontext der Digitalisierung vor der Herausforderung,Kunden fortlaufend von sich zu überzeugen und zu loyalen Käufern zu machen. Das Konzept Customer Centricity setzt an diesem Punkt an, in dem es die langfristigeSteigerung der Kundenbindung, durch eine ganzheitliche...

Scholarly understanding of customer journeys has evolved from a linear, single service provider perspective to encompass complex service delivery networks that involve multiple touchpoints governed by various service providers. This intricate setting often gives rise to experiential pain points...

The customer 4.0, who is especially influenced by the increasingly digital retail environment and mobile devices, is more and more empowered within the economy. Accordingly, high involvement customers are demanding companies to implement new strategies and to offer an integrated customer...

Customer and Consumer Journeys, touchpoints and Consumer Goals have been widely discussed among Customer Experience theorists and practitioners, establishing that a hierarchical relationship between those exist. Customer Experience driven innovation evaluates opportunities mainly within...

Customer and Consumer Journeys, touchpoints and Consumer Goals have been widely discussed among Customer Experience theorists and practitioners, establishing that a hierarchical relationship between those exist. Customer Experience driven innovation evaluates opportunities mainly within...

The customer 4.0, who is especially influenced by the increasingly digital retail environment and mobile devices, is more and more empowered within the economy. Accordingly, high involvement customers are demanding companies to implement new strategies and to offer an integrated customer...