McKinsey just published a series of articles on customer experience:
Designing and starting up a customer-experience transformation
To successfully initiate a broad improvement program, decide on a structure, select the sequence that’s right for your type of company, and don’t forget to recruit change agents.
Leading and governing the customer-centric organization
The uniquely cross-functional nature of effective customer-experience efforts puts a premium on smart governance. Clearly defined leadership, behaviors, and metrics are the places to start.
Are you really listening to what your customers are saying?
Too many companies squander the treasure that is customer feedback. The solution is systematically measuring the customer’s voice and integrating it into a culture of continuous feedback.
Putting behavioral psychology to work to improve the customer experience
Applying the principles of behavioral psychology can improve the quality of customer interactions and build brand recognition as a customer-centric organization.
From touchpoints to journeys: Seeing the world as customers do
To maximize customer satisfaction, companies have long emphasized touchpoints. But doing so can divert attention from the more important issue: the customer’s end-to-end journey.
Linking the customer experience to value
Many customer-experience transformations stall because leaders can’t show how these efforts create value. Patiently building a business case can fund them, secure buy-in, and build momentum.
The secret to delighting customers: Putting employees first
The main hurdle in customer experience is translating boardroom vision into action at the front line. Empowered employees are the key.
Using rapid process digitization to transform the customer experience
Transforming the customer experience requires a level of speed and precision that traditional approaches can’t meet. The best practitioners do it in real time.
Developing a customer-experience vision
To provide a distinctive experience for customers, an organization must unite around the goal of meeting their true needs. Done well, the effort can power a vast amount of innovation.
Improving the business-to-business customer experience
Adopting a customer-centric mind-set is just as critical in B2B dealings as it is when serving retail customers, but players face special challenges that can trip them up.
We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.
Technology is radically changing the world of healthcare and acts at different levels in support of different stakeholders. There are several digital tools on the market (e.g. wearables, virtual reality, robotics, etc.), many of which work in integration with each other, for example, wearables connected to IOT applications. Experientia’s report provide an overview of some […]
The latest eGovernment benchmark report of the European Commission shows significant improvement on cross-border availability of digital public services and accessibility of public websites from mobile devices in EU Member states. The study also indicates a need for improvement in transparency of public services delivery and use of supporting technology like eIDs or eDocuments. Performance […]
Wide ranging partnership also covers collaboration with design schools and public events on service design “Finding the way forward for independent design means building new business models for service design consultancies in the age of the company buy-out.” Michele Visciola, President, Experientia PRESS RELEASE It seems the business world is finally realising that service and […]
Another EPIC conference come and gone, and no, we’re not using “epic” in the way under-10s use it about cool things on the internet. EPIC is the Ethnographic Praxis in Industry Conference, one of the most important annual events for practitioners of anthropology, ethnography and related disciplines. Ethnography is one of Experientia’s key methodologies, underpinning […]
Service Design Intern: Lausanne, Switzerland and Turin, Italy Experientia, an international experience design consultancy, is looking for service design interns for our Turin, Italy office, to support research, concept development and design. The ideal candidate will be a holistic thinker and designer, with a systems approach to enable complex service offerings, driven by an understanding […]