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Phil Klaus

Phil Klaus
Dr. Phil Klaus is Professor of Customer Experience and Marketing Strategy. His multiple award-winning research has appeared in a wide range of academic and managerial journals. Phil is a frequent keynote speaker at seminars and conferences around the world. He has an active, international portfolio of Blue-Chip clients, for whom he advises on customer experience strategy and profit enhancement.

What is your Customer Experience Strategy? Are you a Vanguard, Transformer or Preserver?

Interview with Phil Klaus, the author of a new book “Measuring Customer Experience: How to Develop and Execute the Most profitable Customer Experience Strategies”....

What do you think, boss? How to gain board support for your Customer Experience (CX) program

According to our most recent research, CX Management, for better or worse, is firmly allocated in the firm’s marketing function. This association, however, triggers...

The forgotten asset – the crucial role of the employee in delivering great Customer Experience (CX)

The employee, the forgotten asset? Forgotten is a day and age when the consumer calls the shots and consumer to consumer (C2C) interactions seemingly rule...

Are all channels truly equal? How to design and manage a successful Multichannel Customer Experience (CX) Program

Over the next few weeks, I’ll be sharing insights from my research and consulting work in a series of posts, which will discuss critical...

Demystifying The Black Box – How To Design, Manage, And Measure The Most Profitable Customer Experience (CX) Strategies

CX blogs, consultants, programs, workshops, conferences, indexes, frameworks, awards, summits, metrics, NPS – CX is everywhere and widely considered the next competitive battleground. Managers,...

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