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.
The 11 most important consumer trends for an excellent customer journey
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.
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.
The Relevancy Analysis
A powerful method to accelerate and successfully improve marketing communication, campaigns, content and product development
Messy-Middle – The mysterious place of consumer decision-making
Potential San Francisco travelers invest about 350 information and communication interactions in completing a travel/flight booking; around 80 to select a laundry detergent. Since 2015, the number of consumers who engage more deeply with their product decision in the so-called mid-funnel has increased by more than 250%. And the trend is still rising. What's the reason for this? Does everyone have too much time?
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.
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.
C/DXE as part of the product
How are customers currently affected and benefited by Customer Experience Excellence? And how do companies and the industry even deal with it right now?
Foreword
What is Customer Experience Excellence, why is it so important and what is the goal of this publication project in the long term?
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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.