Julien Hugo

Julien Hugo


Building strong foundations for experience management (XM)

How to link XM to customer experience and employee experience Great experiences rarely happen by chance. It takes a strong vision and strategy coupled with a solid experience management (XM) program to ensure you save (and gain) both time and money. The good news is that you might already have more assets within your organization than you think to make it happe […]

What is customer experience? And why is it so important (especially now)?

Do you remember the last time you had a great experience as a customer and how that made you feel? Chances are, this positive experience affected your perception of the brand as a whole and made you want to return. But what exactly does the term “customer experience” (CX) mean? In a nutshell, for your company, CX is your customers’ impression of your bra […]
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Digital citizen experience: what it is and why it matters to Luxembourg

In today’s “age of the customer”, we are witnessing a shift in the balance of power in the brand-customer relationship. The digital revolution has profoundly changed consumer habits, with customers now better informed, increasingly empowered and more demanding than ever. Accustomed to interacting with brands and to using products and services from multi […]
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The six characteristics of customer champions

Here’s a slightly different travelogue on Luxembourg: this summer, my colleagues and I travelled the country from east to west, from north to south, through tropical temperatures, in order to meet the customer champions identified by our KPMG Customer Experience Excellence Study 2018. Founders, CEOs, CMOs, CHROs, CXOs, and COOs of international and local brand […]
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