Sven-Olof Husmark

How The Business With The Best Customer Focus Always Wins

It doesn’t matter whether you have a shop, a restaurant, or a bank. Without customers, your business doesn’t exist. And thanks to the ease...

The Best Ways to Promote Happy Staff and Customers for Improved CX

Customer experience and employee satisfaction are two sides of the same coin. Happy customers correlate to increased employee engagement and retention, customer service and...

Why Omnichannel Banking Matters Now More Than Ever

In 2015, the banking industry reached a tipping point. The number of people using mobile banking applications surpassed the number of customers still going...

6 Steps for Creating the Ideal Patient Experience

The Affordable Care Act (ACA) was passed formally in 2012. Since then, the emphasis on patient experience has seen a significant rise among health...

3 Key Reasons Why Seamless Customer Experiences Influence Your Brand Image

For 90% of customers, one bad experience is all it takes for them to decide to abandon a brand. There is no question –...

3 Tips To Jump Start Your Customer Experience Push This Year

There’s been a lot of talk about omnichannel structures over the past few years. As we move into 2016, clinics (like retailers, banks, and...

You’re Getting the Wrong Customer Feedback – And Too Late.

Knowing how to differentiate and personalize the customer experience requires honest feedback. Here’s how to gather it quickly and with a high response rate...

In the Spirit of Dr Seuss – A Customer Experience Holiday Poem

We are almost through the Holidays and a brand, new and exciting year is ahead of us. A year with more opportunities than ever...

One Customer Experience Tool That Will Get Significant Attention in 2016

Sometimes I get the feeling that people believe that everything in the future will happen online and all transactions will be automated without any...

Driving Omnichannel Success with Physical Cookies and Journey Insights

Over the last several years, offline retailers have seen foot traffic decline as online e-tailers experienced a sharp rise in customer traffic, yet the...

The Missed Opportunity in E-Commerce for the SME Retailer is Surprisingly the Physical Store

Resent research by the Department for Business Innovation & Skills shows that fewer than a third of UK SMEs transact online, staggering when you...

Empowering the Mobile Workforce With Wearable Technology

The mobile revolution will inevitably transform most companies business in the next decade and it will trigger a more radical transformation toward systems of...

Top 3 Mobile CX Learnings for 2016 From the Great Experience Conference

Putting mobile solutions in the hands of your workforce is a smart way to empower them to deliver better service. The era of mobile and...

3 Perspectives That Lead to the Best Possible Customer Journey

The customer journey takes someone from the initial point of contact to the final service delivery. In much the same way as when we...

Hate Tweets That Destroys Brands – How They Could Have Been Avoided

The nature of banking is changing. While traditional transactions are increasingly handled online, more complex products and services, which are often important life decisions,...

5 Customer Journey Management Applications Supporting the Modern Consumer

In today’s highly competitive business climate, being able to attract, serve and satisfy more customers is a key to success and increasing revenue. A...

How to Drive Loyalty and Better Experiences Through Personalization

Customers are no longer coming to physical stores for the selection or the prices. They can usually find better alternatives to both online. They’re...

Mobile Gaming Innovation – Enhancing Customer Journeys and Experiences

Last week the technology company Qmatic hosted their annual partner and client event in Amsterdam with 267 delegates from 50 countries. The theme of...

The Physical Web Enabling Next Generation Experiences and Seamless Journeys

Right after Apple revealed the support for iBeacons in iOS7, I together with a couple of colleagues identified a vital gap in all of...

Why Mobile Engagement Sometimes Fail – Even for Apple and Wireless Stores

The mobile revolution will inevitably transform most companies business in the next decade and it will trigger a more radical transformation toward systems of...

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