Expert Interviews: Data-driven Customer Experience Insights by Marc Preusche (DEPT)

The following article is an excerpt from an interview with Marc Preusche, which we conducted as part of our work on our white paper on data-driven customer experience optimization. Marc is Managing Director of DEPT DATA & INTELLIGENCE (formerly ...

4 Myths of Customer Experience & why you shouldn't believe them

Delivering an excellent Customer Experience (CX) has become the supreme discipline in online business. Nevertheless, according to a Bain & Company study, 80% of companies are certain: "We already shine with an excellent customer experience!" ...

The 3 highlight topics of DMEXCO 2019

 "Trust in you" was the motto of DMEXCO 2019 and therefore trust was the focus of many lectures, panels and discussions with exhibitors. Because trust is not only important in the private sphere, but also in relationships between people and ...

CX Optimization: Fast or accurate? Answers from Zalando, konversionsKRAFT & Co

When it comes to customer experience optimization, the focus is on the exact approach. But here speed often competes with accuracy. Therefore, companies have to weigh carefully and choose between a very fast but possibly less data based ...

The Perfect Customer Experience Optimization Team

According to Gartner, up to 200 (!!!) different customer experience indicators are measured and analyzed in large organizations. The measurement of a Customer Experience (CX) is as complex as the CX itself, which basically consists of all ...

Experience the magic of situationalization at DMEXCO in Cologne

In 2019, the DMEXCO motto will be "Trust in you", which means that trust will be the focus of attention. Trust is not only important in the privacy arena, but also in relationships between people and companies.
Whitepaper CX Optimization

Privacy vs. Individualization: The Battle between Privacy and Individual Customer Experience

Even one year after the introduction of the new Basic Data Protection Regulation (GDPR), the hype surrounding data protection in online business has not yet subsided. Because as soon as the mammoth task of the GDPR has been mastered to some extent, ...

This is how L'Oréal, Tennis-Point & Co make their customers happy: 4 CX Best Practises of the Giants

Although an "excellent Customer Experience" (CX) is particularly pleasurable for customers and is considered the A&O for the virtual shopping trip, these three words cause goose bumps and massive overtaxing for many companies.

Buyer Personas: Why conventional personas are not enough

Imagine a brunette woman at the age of 25. Let's call her Sabrina. She sits with her laptop on the couch and follows her favourite hobby: online shopping. She proudly holds her credit card in her hand and looks at the many colorful shopping bags ...
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