Successful companies focus on it - experience management (XM). Which experience is managed in this business area and why is it so important that the second largest acquisition of a SaaS company was generated in the experience management area? In November 2018 SAP announced to acquire Qualtrics for $8 billion in cash. Qualtrics is supporting companies to improve their experience management eg with clients (CX or CEM) and employees (EX) but ...
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Do you know how many potential clients you lose, day by day, because your online presence does not provide answers to the questions your clients have? Decision making has changed dramatically in the digital age. The clients are different today– they are curious, demanding, impatient and above all – they want to do the research across offerings themselves – 24/7 – when it fits their schedule. Time is precious and ...
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Client centricity has always been important to achieve growth and sustainable earnings. Now however new digital tools and competitors have raised customer centricity to new levels. For incumbents this is a call to action (CTA) to take up this battle for speed and straightforwardness in collaborating with their clients. New tools and technologies allow faster, highly integrated feedback to clients. This race for excellence is highly competitive. Companies often do not ...
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