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.
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 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.
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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.