23. February 2023

Let´s get emotional, baby!

The functional performance of products and services is taken for granted these days, and companies that fail to deliver can expect frustration and rejection from their users. An emotional product- and service design helps companies exceed these functional expectations and turn passive users into loyal…
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24. January 2023

Data Science 2.0 – From Big Data to Smart Data with Customer Science

Not only since ChatGPT, AI was on everyone’s lips and dominated the discussions in the area of customer experience and in particular data analytics and data sciences. What kind of impact had these recent developments of AI-technology in these areas and how do they potentially…
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17. January 2023

Design principles – a question of perspective.

We like open-source collections! This week we were particularly impressed by Ben Brignell’s collection of design principles and methods. Why such collections should often be nothing more than inspiration, however, is particularly evident in the case of design principles. Design principles are an essential part…
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28. September 2021

Generation XYZ – More than just clumsy stereotypes?

For years, various concepts on generations have been haunting marketing departments, Twitter communities or Feullitons with claims to interpretation. One thing is certain: above all, marketing trends, product innovations and working conditions in companies must always be subjected to the needs of the latest generation…
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16. September 2021

Customer Experience Studie – Internetanbieter 2021

In der heutigen Zeit ist es für Unternehmen immer wichtiger, sich über die Customer Experience zu differenzieren. Dies trifft besonders auf den Markt der Anbieter für Internetfestnetzanschlüsse zu, bei dem sich für die Anbieter oft nur wenige Möglichkeiten bei der Produktdifferenzierung ergeben. Gleichzeitig haben sich…
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18. November 2020

It’s that time of the year again …

It is already November and for most corporations the fiscal year soon comes to an end. As every year – and maybe even more in this special year – there are some unused budgets, as some of the things did not come as originally planned.…
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18. November 2020

Don’t get blinded by the data

Over the course of the past years we could observe a clear trend towards measuring and quantifying the whole environment around us. Whether it be tracking our fitness level with our watches, number of likes on our social profiles, numerous surveys for our satisfaction with…
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22. June 2020

All that glitters is not gold!

Today most companies claim to be customer-centric – especially when it comes to innovation. Agile innovation processes are implemented, design thinking, or comparable methodologies are applied, consumer research is performed and even workspaces are adapted to support the process in the best way. But why…
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22. June 2020

Act savvy during the crisis and emerge as winner

The Covid-19 pandemic came with a punch. From one day to another, our everyday life as well as our work life changed in ways we were all largely unprepared for. For businesses, this situation means that strategies which were good at the beginning of the…
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21. January 2020

How dare you? You stole my time!

In an increasingly fast paced and complex world, simplicity has become the ultimate value — time saved. As the majority of organisations still fails to deliver on that, an ethos of simplicity demonstrates true customer centricity. The core driver for satisfaction and loyalty? Simplicity! An…
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