2 min read
Why voice and speech recognition play a key role in customer contact
“How can I help?” – a simple question that will no longer be asked only by humans in the future....
2 min read
Why agile development and customer centricity are not opposites
Digitalization does not fail due to technology; it often fails because we set it up incorrectly:...
2 min read
Why personas are the foundation of customer-centric communication
Target groups are not obsolete; they simply lack precision. To genuinely connect with customers...
1 min read
How the customer interface of the future will be designed
The Customer interface is a complex term for something that is, at its core, quite simple: the...
1 min read
How a 360° customer view really works
“We need a 360° view of the customer” is a phrase commonly found in strategic documents. But what...
1 min read
Why digital marketing needs to be rethought
Digital is no longer an add-on; it forms the core of modern customer experiences. However, many...
1 min read
Why Excellent Sales Performance Management Is the Key to Digital CRM
Excellence in sales is not a one-time achievement - it is an ongoing process. The chapter “Sales...
1 min read
Why digital CRM (dCRM) is more than just technology
Although CRM is still a software project in many companies, it has been about much more than that...
1 min read
Why Performance Management Is the Key to Successful TransformA-tion
Performance management is the bridge between vision and reality, evaluating the value and...