Customer and Digital Experience Excellence
A research & publication project by img and the University of Mannheim
Most recent contributions
The project short and crispy
img and the University of Mannheim are working together to examine and define the topic of Customer and Digital Experience Excellence (C/DXE) from a scientific as well as practical perspective, thereby creating a standard work on the subject.
On this blog, results in forms of definitions, value creation potential, case studies or recommendations for action, are continuously prepared and published until they are finally concluded in the form of a book.
How L'Oréal uses augmented reality for an excellent customer experience
One technology that can serve the need to try products virtually is augmented reality. Here, additional information or features are added to the real world.
What USAA is doing to prevail in its fiercely competitive environment by delivering an excellent customer and digital experience
As a financial services company, it is unusual for USAA to be an industry leader in terms of NPS. The radical measures that led to this are all the more astonishing.
How do Chinese tech-companies relate to the hospitality industry?
The hospitality industry understood long ago that the guests must be at the heart of everything that hotels do. Consequently, over a long period of time, the industry has spent a lot of effort to understand guests’ needs and desires. Tech companies, in contrast, were able to come to an in-depth customer understanding in a relatively short period of time not just because of their proficiency in using technology, but because they look outside their own box.
How Alibaba & WeChat built their ecosystem with customer experience in mind
Thousands of businesses in Mainland China have their own mini apps on WeChat. This allows the customer that streamlined one-touch experience, which in an offline setting is what breaks or makes a mini app. People don’t enjoy standing in a physical location and spending time to figure out how an app works; they just want to get what they are there for and move on.
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Even though the pandemic has accelerated these 11 trends named by Josh Howarth, they are still on a growth trajectory. What connects and drives most of them is technology. Especially in the areas of fintech (digital wallets), social media (social shopping) and augmented reality (VR/AR shopping). Those who want to differentiate themselves from the competition with an excellent customer journey and increase their sales will find new potential in these trends.