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 access points than ever before to their service provider. They can interact via a company’s website or app, through phone...

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 its guidelines. The regulation, which aims to strengthen and unify data protection regulation within the EU, gives customers control over...

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 or vetting a new vendor choice, most consumers turn to that brand's customers, particularly friends or family, to hear about...

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 should—your business will have a tough time reaching its growth goals if new customers are never brought into the fold....

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