What has happened with CX in the pandemic?

What has happened with CX in the pandemic?

Since the Covid pandemic has started, we were all forced to go digital. Some companies have found their way, some not so much. But even the public services have proven that it is possible, showing the way how the digital future might look like. However, in this...
Why is Customer Journey (CJ) mapping important?

Why is Customer Journey (CJ) mapping important?

As Customer Experience Management topic occurs rather often in 2021 strategy plans, for the ones that still have doubts, let´s remind ourselves why the CJ mapping should not be omitted: It is the only way to see what our customers experience while contacting with our...
What does a Product Owner really own?

What does a Product Owner really own?

A Product Owner (PO) is one of the roles in Scrum. We know that Scrum is a framework for developing complex products, using rather agile and flexible approach.  The PO has the responsibility to bring the development to an end, being a bridge between stakeholders...
Are you closing the loop?

Are you closing the loop?

A lot of companies have implemented the Voice of customer (VOC) solution. This means they are gathering customers´ feedback, direct, indirect or inferred and performing analysis of „weak points“ , in order to improve their service (among other things). But if you take...