Luc Burgelman

Marrying Context and Data for Superior Customer Experiences

When it comes to delivering greater customer experiences in today’s digital economy, building relationships comes with more frequent, but shorter interactions. Customers have more...

The GDPR Opportunity: Getting Customer Experience Right

With the EU's General Data Protection Regulation (GDPR) going into effect this May, companies are scrambling to make any remaining changes needed to meet...

5 Keys to Humanizing the Digital Customer Experience

The internet and social media have made customers more networked and connected than ever, and their influence is continuously increasing. When considering a purchase...

4 Steps for Effective Customer Acquisition in the Digital Era

It's no secret that acquiring new customers is difficult. While most companies work to derive as much value as possible from existing customers--which they...

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