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.
Why physical brand experiences are essential in the digital age
The way we live and work has changed dramatically in the wake of the pandemic. We have increasingly moved away from physical spaces to digital ones. These may currently seem more effective and productive to us, but the very element of magic that happens when people (and brands) come together in real life is missing.
The Relevancy Analysis
A powerful method to accelerate and successfully improve marketing communication, campaigns, content and product development
Artificial Intelligence: Enabler and Accelerator for Digital Customer Experiences
In this day and age, consumers no longer want a product or service to simply fulfill its basic functionality, like e.g., being able to get from A to B when purchasing a car. Artificial intelligence offers new possibilities in order to create excellent customer experiences.
An invitation to dance - The optimal customer experience in customer service
Everyone is talking about it, everyone is working on it, and some claim they have already achieved it: the perfect customer experience. What this means in detail, however, often remains in the dark.
The transformation to a CDXE culture
Customer orientation, customer focus, customer centricity, the customer at the center. All buzzwords that can be found in colorful flyers in every company. Unfortunately, the reality is dramatically different, because companies always look inward first and foremost.
Content experience: how to create excellent content offers?
Humans bind themselves to products by experiencing attention and sensitivity. Content manages to transport this empathy by solving real customer’s problems.
How to implement and scale customer experience excellence through data-based empathy
Experience excellence unlocks higher margins and marketing efficiency, thereby ensuring stable free cash flow to invest in further experience differentiation and monetization mechanisms. In order to start and sustain this feedback loop, data-based empathy plays a key role.
How Chinese companies deliver excellent customer experience
Hotel service excellence is highly dependent on the employees who deliver the service, whereas tech companies were able to go a step beyond that. Tech companies have not only understood the importance of customer service, but they are also constantly honing and creating systems to gain more data-driven customer insights.
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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.