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: prendendo ad esempio i mondiali di calcio, l’articolo di oggi ci parla di fedeltà, di aspettative del cliente e di service delivery.
With the FIFA World Cup Final almost upon us and with England’s early exit, it seemed an appropriate time to reflect on what it’s like being a football fan during major competitions.
Continua a leggere “La Customer Experience e i mondiali di calcio”
NOTA AICEX: scopriamo i trend di Customer Experience del 2015 e soprattutto quali saranno i fenomeni da tenere sotto controllo.
As we enter several weeks into 2015 it is already clear that customer experience is high on the agenda for many executives. The business press is full of tips and trends for how to improve the customer experience. That customer experience has become so important is a trend in itself – this subject is now at the top of the CEO agenda.
NOTA AICEX: tutti i progetti di Customer Experience partono dalla tecnologia. Ma è davvero corretto?
All change programs are inherently risky. While most organisations focus on managing the technical risk, my experience is that the greatest risk to Customer Experience (CX) Projects isn’t technical risk it is the human risk. It is common for CX Projects to fail to deliver the majority of benefits due to under investment in human capacity.
The current CX change paradigm invests in developing capability (ability to perform a task – “how do I use the new CX platform?”) as opposed to capacity (resilience and adaptability to perform any task to achieve goals and manage change– “how do I deliver a better customer experience?”). Success demands that we invert the investment pyramid by investing in the people delivering the Service Experience as well as the technology. Continua a leggere “Perché i programmi di Customer Experience falliscono?”
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?”
Associazione Italiana Customer Experience - AICEX 
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