Print Page   |   Contact Us   |   Your Cart   |   Sign In   |   Join DMI
Site Search
Online Store: DMI Review Article
Main Storefront
        

Preservers, Transformers & Vanguards: Measuring the Profitability of Customer Ex

Item Options
Sign in for your pricing!
Price: $5.00
Quantity: *
 
Description
AUTHOR:

Phil Klaus

 

CUSTOMER EXPERIENCE (CX) IS OMNIPRESENT, and I am confident the DMI Review readership agrees. After all, the term experience was mentioned 308 times in the last issue of the Review. A quick Google search will deliver 539,000,000 hits and make it clear that there are more than 1,200,000 professionals associated with the term.

 

CX blogs, consultants, programs, workshops, conferences, indexes, frameworks, awards, summits, metrics—CX is everywhere and widely considered the next competitive battleground. Managers, consultants, scholars, and even politicians seem to agree that the age of the customer has finally arrived and we had better be ready for it. The new customer needs new solutions, and blue-chip companies like Siemens, IBM, Adobe, and Google are standing by, ready to deliver. Customer relationship management (CRM) is proclaimed dead, and CX management in an area where the customer calls the shots is the new silver bullet for companies worldwide.

 

Managers read the great CX stories of Apple, Amazon, and Starbucks and are left wondering how this new paradigm applies to their businesses. Moreover, while we still struggle to coherently define what constitutes CX, we are already discussing the next step in its management—the role of social media and cloud networks in advancing the revolution.

Keywords: Consumer Experience CX, Design Valuation, Design Value.

 

DMI REVIEW / WINTER 2013

 

Members Download Article Here

 

Customer Experience CX, Design Valuation, Design Value, CX Design, User Experience Design

more Calendar

10/5/2016 » 10/6/2016
DMI Workshop: Innovation Tools & Process

10/13/2016
DMI: NightOut - Philadelphia

Featured Members

Site Search
Membership Software Powered by YourMembership.com®  ::  Legal