Sven-Olof Husmark

Erase Friction in the Customer Journey with Journey Insights and Analytics

Creating a consistent customer journey that narrows the gaps between digital and real world environments often means identifying friction points, understanding why they exist...

Why People Should Be at the Heart of Your Retail CX Strategy in 2017

In December last year I wrote a post with a projection into 2016 - "One Customer Experience Tool That Will Get Significant Attention in...

Why Amazon Go is a Mixed Bag for Retailers

More than two years ago I wrote an article here at Customerthink called Retailers provides Amazon experiences in the store. Little did I know...

How to Inspire and Reward Your Shoppers this Holiday Shopping Season

The brick and mortar store long stood as the paragon of the holiday shopping experience. No longer. Consumers are simply too time pressed and...

How to Improve Healthcare with Patient Journey Data

84% of hospital leaders rank patient experience as a top priority. Not only does the level of patient experience indicate how well care providers...

Are you Successfully Removing Experience Gaps from Your Omnichannel Retail Journey?

As recently as 2014, leading analysts including Forrester, Accenture, IDC, Ipsos MediaCT, Sterling Brands and Google Think were building a case for the omnichannel...

4 Ways Social Robots Improve Customer Experience in Retail Stores

When I attend Omnichannel events and summits it’s rare that I find truly innovative keynotes and workshops on physical retail. I often hear about...

Why Your Path to Success is Paved with Customer Journey Intelligence

Throughout recent history, many efforts have been made to understand what people consider to be ‘fair’ when it comes to the process of pursuing...

6 Ways Consolidation Creates Citizen Experience Success

The One-Stop-Government success story - Utrecht City Hall in the Netherlands. Around the world, municipal agencies are trying to manage high service expectations from constituents....

A CX-focused Environment Engages These 4 Key Efforts

How many times have you not left a store unserved and unhappy? The customer experience (CX) is the product of an interaction between an organization...

You Would Never Have Guessed – Here’s the Secret to Your Happiness

A recent study entitled “Valuing Time Over Money Is Associated With Greater Happiness” confirms what we have long suspected. First, when it comes down to...

The 5 Parts of Omnichannel Banking that You Need to Keep Your Customers

There are few industries in which customer expectations are shaping the future as they are in banking. Customers know they can expect personalized...

The 4 Tips You Need to Improve Productivity and Customer Delight

Creating an impactful and personal customer journey begins with a clear and useful knowledge of how people interact with your environment, team, and offerings....

3 Steps to Less Perceived Wait and More Customer Delight

While it may not be the first thing you think of when considering the parts of a great customer experience, perceived wait time is...

The Secret to Great Omnichannel Banking

In May 2015, Javelin Research reported that banking had hit an inflection point. At that point, 23% of primary bank customers in the U.S....

You Will Never Have Happy Customers without Happy Employees

Satisfaction is a cycle. It may have your customer at the center, but it has your employees at every point in the journey. More...

How to Communicate That You Care: Resources for a Great Experience

In a clinic setting, the average amount of time a patient with an appointment spends waiting to see their physician is 48 minutes. In...

Pinpointing Value: How Beacon Technology Improves the Retail Experience

Only a year ago, online and mobile shopping hit tipping points, overtaking brick-and-mortar shopping. Some analysts were sounding a death knell for the in-store...

Perception and Profit: How Customer Experience Drives Growth

The customer journey has become increasingly important to every organization across every industry. I have in a previous blog post "Hate tweets that destroys...

These Unknown Insights Into Human Psychology Will Help You Design Great Customer Journeys

Ask anyone whether they like standing in line and the answer will almost invariably be ‘no’. But despite the rise of the Internet and...

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