As customer experience (CX) continues to be a key differentiator for businesses, CX leaders face continuous challenges and opportunities. In a recent episode of “CX Leadership Talks,” I interviewed Babs Asselbergs, with whom I founded The Customer Experience Game. We had a stimulating discussion on designing a game to engage participants in workshops on customer ...
The Customer Experience Game® was born when Nienke asked me, "Can you help me think of a fun way to bring customer experience to life?" We both love games, and since I already had experience creating and playing business games, the idea of CX Game® was quickly created. In the fall of 2016, we were ...
CX needs EX & EX leads to CX As a CX professional, I’ve been diving deeper into Employee Experience (EX) this year. After all, you need happy, motivated, and engaged employees to achieve excellent customer experiences. For a while, I used to say that I didn’t know much about EX. But the more I ...
"Service? Customer experience? In Finland? That doesn't exist," she texts me. I'm preparing my CX Game™ workshop that I'm going to play with a potential partner in Helsinki. In the days leading up to it, I visit my friend Anouk, who has been living in Helsinki with her Finnish husband, Marko, for six years. ...
Within minutes CX Activator Storytelling will bring more fun at work! CX Activator Storytelling is a series of inspirational exercises to find stories and to pass these on. Sharing customer stories is incredibly important so you can hear the actual voice of the customer. It is also a great way to start a meeting ...
Is the grass always greener on the other side? If you don't know, just try it! That is what experimenting is all about. When you made a mistake, you learned something. This little lamb will find out once all that juicy grass is finished :). Working towards a customer focused culture broadly means working on ...
This made me think last summer when I was walking on the beach. So many beach houses. Size wise, they were all the same. Slight differences in color. Until I saw this Mondrian-style house. Really over the top! Or was it authentic? It did stand out, that's a fact. Whenever you buy something, you ...
A number of important ingredients have to be considered if your organisation is going to provide an excellent customer experience. One of those is the question of the experience that you actually want to give to your customers. Have you ever given that any thought? And? What's the answer? Customer experience on three levels ...
What a ride! Over the past 5 years, together with thousands of participants we have brought customer experience alive. From Leeuwarden to Mallorca, from Zundert to Stuttgart, from Amsterdam to Melbourne and from Dubai to Breda. Mostly on site, although these days on-line as well. What do participants have to say about the CX ...
Meeting each other again, catching up about the past time and thinking together how things can be better for yours customer from now on? Customer Experience is more important than ever before. A good reason to come to the office again! The Customer Experience Game not only brings customer experience comes alive, but ...
