Sven-Olof Husmark
Sven-Olof is the founder of Experify, a business consultant firm, Senior Advisor at Egain Group a pioneer in intelligent AI driven energy optimization of buildings and former CMO at Qmatic Group, a world leader in creating better customer journeys.Sven-Olof is a senior executive with demonstrated success in growing companies globally by initiating effective sales, marketing and customer service strategies.
Let’s face it. Sales is hard. According to research from Gong.io, over the past seven years, average VP of Sales tenure has shrunk from...
Creating a consistent customer journey that narrows the gaps between digital and real world environments often means identifying friction points, understanding why they exist...
In December last year I wrote a post with a projection into 2016 - "One Customer Experience Tool That Will Get Significant Attention in...
More than two years ago I wrote an article here at Customerthink called Retailers provides Amazon experiences in the store. Little did I know...
The brick and mortar store long stood as the paragon of the holiday shopping experience. No longer. Consumers are simply too time pressed and...
84% of hospital leaders rank patient experience as a top priority. Not only does the level of patient experience indicate how well care providers...
As recently as 2014, leading analysts including Forrester, Accenture, IDC, Ipsos MediaCT, Sterling Brands and Google Think were building a case for the omnichannel...
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...
Throughout recent history, many efforts have been made to understand what people consider to be ‘fair’ when it comes to the process of pursuing...
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....
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...
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...
There are few industries in which customer expectations are shaping the future as they are in banking. Customers know they can expect personalized...
Creating an impactful and personal customer journey begins with a clear and useful knowledge of how people interact with your environment, team, and offerings....
While it may not be the first thing you think of when considering the parts of a great customer experience, perceived wait time is...
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....
Satisfaction is a cycle. It may have your customer at the center, but it has your employees at every point in the journey. More...
In a clinic setting, the average amount of time a patient with an appointment spends waiting to see their physician is 48 minutes. In...
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...
The customer journey has become increasingly important to every organization across every industry. I have in a previous blog post "Hate tweets that destroys...