Wim Rampen

Conversational Commerce, without the BS

I’m investing substantial time and effort in helping people to better understand what all the hype around AI and conversational commerce technologies like chatbots and intelligent digital assistants is about. It can be rather overwhelming in my experie...

Customer Experience Management is Failing

Many enterprises are investing millions per year to get their digital transformation agenda’s going. Agenda’s that consist of digitizing processes, building self-service portals and...

‘Customer Experience’-Experience

The most powerful learnings come from reflecting upon your own experiences. And telling about them. Here’s a story I love to share: We were sitting...

“Being Customer Oriented Isn’t the Best Marketing Strategy”

“If I had asked my Customers what they want, they would have asked for faster horses” “It’s really hard to design products by focus...

Over-Engineering The Customer’s Experience

In Customer Experience Management there is a lot to take into account. Everything a company does as well as a lot that’s happening outside...

What’s on a Change Agent’s Mind..

Of course I can’t see into all change agent’s minds, but I can certainly share with you what’s on mine. And what’s on mine...

I Need a Problem to Solve With My Omni-Channel Customer Experience Strategy

Posted on October 10, 2015October 11, 2015 by Wim Rampen A couple of times a year I guest-lecture for several Masters in Marketing/Customer Management programs in...

Five Things To Remember When Mapping The Customer’s Journey

Posted on May 25, 2015 by Wim Rampen Here’s a couple of things that, in my experience, you probably best stick to a wall in...

Measuring Customer Value in Experience?

I’ve been involved in Customer Experience (Management) since the beginning of my career. And for as long as I can remember we (me included)...

Thinking in Paradoxes

Harmonize the opposite times by Román P.G. on Flickr It’s not that long ago. An ordinary evening on my couch at home surfing my streams...

Big Data, Trust and ‘You as The Product’

If you’re not paying for it, you’re the product. Most people know this. The basis of the business model is that your personal data...

Five Contextual Marketing Design Principles

Last August I wrote that Marketing needed to develop five key-capabilities to drive the Consumer’s Decision Journey. If you haven’t read it yet, I...

The Power Of Simplicity

I visited a relationship event the other day. An evening event themed: “The Power Of Simplicity”.  The evening turned out be surprisingly good, not...

What Is All The Content Marketing Fuss About?

Content is definitely the new hype on the marketing block, rapidly closing in on the peak of inflated expectations. There is a ‘Content Marketing...

Big-Data’s Diminishing Returns

I continue to be a skeptic when it comes to the Big Data-version in which marketers get to scrape all data they can get...

A Matter Of Who And What To Value

Last week I stumbled into a post from Don Peppers about the Real Implications of the 80/20 Rule. Peppers uses a football-stadium of 50.000...

Marketing’s New Key Competence: Driving the Consumer’s Decision Journey

Over the past years a lot has been written on the importance of understanding and aligning with the Consumer Decision Journey and more specifically...

Are You Riding The Customer Experience Hobby Horse Into Wasteland?

Last October I made the case for Multi Channel Excellence in Customer Service in response to Esteban Kolsky's plea for single channel excellence in...

Experience Economy, Economy Of Experiences, Or..

A couple of days ago Joe Pine tweeted on how the new European Union needed ‚my' (and your) help on the Public Consultation about...

Change – Not Adapt To – The Consumer Decision Journey

By Flickr user Alex de Carvalho http://www.flickr.com/photos/adc/ There's a lot of talk around the Consumer/Customer Decision Journey lately. People are recognizing it is an important...

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