by Sandra Burgsteiner | May 5, 2021 | Objave
Being professionally involved in both topics, I can see several possibilities where CX can be directly applied to legal topics. To name some of them: Soft law with the legal language that is „closer“ to the average personDigital systems (like e-Citizens) that make it...
by Sandra Burgsteiner | Apr 6, 2021 | Objave
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...
by Sandra Burgsteiner | Jan 28, 2021 | Objave
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...
by Sandra Burgsteiner | Jan 13, 2021 | Objave
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...
by Sandra Burgsteiner | Oct 3, 2020 | Objave
Different companies state their focus on customers and how their products fit our needs. However, we as customers often stay disappointed with what we have purchased. Majority of customers (according to some researches approximately 90%) never complain, but...
by Sandra Burgsteiner | Sep 8, 2020 | Objave
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...
