AICEX è il riferimento per la CX in Italia. Contribuisce al successo dei progetti CX, svolge attività di formazione, identifica le tecnologie migliori, diffonde la cultura della Customer Experience.
NOTA AICEX: Quanto è coinvolto il cliente nel DNA della vostra azienda?
I recently came across an article/speech by the late David Foster Wallace; it starts with the following story.
There are these two young fish swimming along, and they happen to meet an older fish swimming the other way, who nods at them and says, “Morning, boys. How’s the water?” And the two young fish swim on for a bit, and then eventually one of them looks over at the other and goes, “What the hell is water?”
NOTA AICEX: Sono i Clienti che generano il Business, come in un approccio “pull”, e questo si lega anche a logiche di Time to Market, per cui anche il migliore prodotto avrà poco successo se non ci sono clienti disposti ad acquistarlo.
In Peter Drucker’s The Daily Drucker, which contains 366 daily insights (excerpts from his books; see original text I’ll refer to from The Practice of Management in the image to the left), each one ending with an action item to put that day’s concept to use, he writes:
If we want to know what a business is, we have to start with its purpose. And the purpose must lie outside the business itself. In fact, it must lie in society, since a business enterprise is an organ of society. There is only one valid definition of business purpose: to create a customer.
The customer is a foundation of a business and keeps it in existence. The customer alone gives employment. And it is to supply the customer that society entrusts wealth-producing resources to the business enterprise. Continua a leggere “Peter Drucker: Quale è lo scopo del tuo Business ?”
Roughly 79% of travelers prefer to buy ancillary products and services directly from airlines rather than a third party to create a total travel experience. This is the telling statistic that emerged from a recent study published by what might be considered an unlikely source – global distribution system (GDS) Amadeus.
Continua a leggere “Amadeus: personalizza la tua esperienza di viaggio”
NOTA AICEX: molte organizzazioni comprendono la rilevanza del focus sul cliente e cercano di incorporarlo nella loro strategia. Confinare la strategia di Customer Experience solo al customer service e customer journey è piuttosto limitante: perché non allargarla ai servizi customer centric e alle esperienze?
In a recent article, the open marketer introduced a simple four-stage framework for customer experience maturity. The stages of the framework are as follows:
“The first two stages address how the company engages with its customers (with ease and efficiency). They are about how a company can interact more effectively with its customers.
Continua a leggere “Dalla customer journey ai servizi ed esperienze”
Associazione Italiana Customer Experience - AICEX 
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