Make it easy with nudge !
Easy? Wait a second: not so simple! Consulting mantras like “make it easy” have a fascinating performative power: they seem to reveal the solution whatever
Tag: #customerexperience
Customer centricity: a bet, a belief, or a necessity?
Adapted and translated from my original HBR article What is “customer centricity”? Is it a new managerial trend, just like agility or happiness at work?
Customer experience: don’t lose sight of the forest for the trees!
Watch KPI’s overload …. The concept of “customer experience” was born at the end of the 90s with the book by Pine and Gilmore “the