customerexperience

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 […]

How to champion customer loyalty during a crisis: a simple framework for banks

When the Coronavirus first made headlines last November, I could not have fathomed the chaos it would wreak across the globe. Like many I listened, and then continued with my life assuming a virus in the far east Asia would have no impact on me in Luxembourg. Eight months later and we have seen lockdown measures put in place, borders closed and all sense of […]
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