CX

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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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 no […]
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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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Citizen Experience: Seven ways Luxembourg’s public organizations can rise to the challenge

Just as customer experience has become a crucial part of every company’s success, citizen experience is climbing the public sector’s priority ladder. The “age of the customer” is upon on us, and everyone needs to get on board! In KPMG’s recently published white paper on public sector digitalization for citizens, we take a closer look at how differen […]
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Thriving in a ‘brand’ new era of customer expectations

Remember when simply offering consistently good customer experiences was enough for companies to impress and retain their clients? With customer expectations growing by the minute, and as our 2019 Luxembourg Customer Experience Excellence report shows, those days are long gone. Luxembourg’s consumers are demanding more from their brand interactions — and bra […]

Creating new employee experiences with digital HR

Over the last several years technology has tremendously shaped back offices by cutting costs and improving efficiency, but this transformation has not been easy. Based on our experience, there are two main pitfalls that HR departments should be wary of. First, change management: how can organisations get their employees energised about and involved in their (new […]
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