Sven-Olof Husmark

How mobile customer journeys improves the customer experience #cx

I hate to wait in line. And, I imagine you might too. How much of an impact do you think this modern-day shopping temperament...

4 inspirational customer experience quotes and how to leverage them in your business 2014...

Today, customers are in power and business success is based on how well companies can meet their demands and expectations. Customers have many choices...

Infographic on patient journey challenges in the NHS #cx

Healthcare facilities are under constant pressure to provide an improved quality of care to more patients, while coping with limited available resources. For hospitals...

If you ever wondered – this is why you wait in line and why...

According to an article in New York Times, Americans spend roughly 37 billion hours each year waiting in line . The dominant cost of...

How to lose your customer – Take him for granted #cx

Like so much in life you do not realise just how much you took it for granted until it disappeared. I am talking about...

Banks without staff – What a sad concept. #cx

When our company embarked on a new strategy some time ago we had intense discussions on what will happen in the service industry the...

When the fancy and service minded hotel became a pain #cx

I recently wrote a blog post - "When your welcome falls flat – and your customer walks out on you". The story, now read...

Why Enterprise Appointment Management matters for the customer experience #cx #custexp

Today's society is increasingly connected 24 hours a day. From smartphones and tablets to computers, it is how a growing number of people want...

Using Customer Journey Discovery to decode and optimize the customer experience. #cx #custexp

Designing a solution that provides the means for a personalized and seamless journey is a challenge. If you can incorporate a holistic approach into...

Six Tips for Enhancing the In-Store Customer Experience #cx #custexp

My colleague Steve Williams from our UK office works closely with many large retail organizations on the topic of how to deliver better experiences...

What makes the experience of a patient good – really?

Some time ago, I discussed the topic of patient experience with my colleague Daniel Lind who's been analyzing customer journeys at hospitals in several...

When your welcome falls flat – And your customer walks out on you #cx

80% of big companies described themselves as delivering "superior" service, but only 8% of customers say they've experienced "superior" service from these companies ....

Why do we have queues in the age of the customer?

My colleague Sven, visited a trade fair some time ago and did of course register on-line in an attempt to avoid queuing at the...

Smart business applications empowers staff to deliver better customer experience

Imagine yourself interviewing the head of supply or production in a product oriented company. You discuss the company's supply chain and production strategy to...

A really bad visit to the bank branch

I don't visit my bank that often these days. But when I do, I always walk out being both frustrated and disappointed. Mainly because...

How to create an efficient retail bank branch without sacrificing the customer experience

Identifying ways to improve efficiency and reduce costs without compromising the quality of service is a challenge for many financial institutions. By applying solutions...

Banking on better customer experience

Bank customers today have more choices in how, when and where they can to do their banking. Changing bank is easy and the engagement...

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