Customer experience

VI - Deliver on thy brand promise

VI - Deliver on thy brand promise

Whether you’re aware of it or not, your company has a brand image. Customers expect certain things from your brand, based directly on your own branding or on external factors. This brand promise has an impact on your customer experience. So, if you want happy clients, deliver on your brand promise.

Peter Vertongen
Peter Vertongen
Customer experience
V - Thou shalt be customer-centric front to end

V - Thou shalt be customer-centric front to end

Optimizing your cx means not only understanding customers’ needs, but also acting on them. And to do that, you need to think customer-centric. Easier said than done, right? Thinking customer-centric means putting the customer first, front-to-end. The good news: there’s a blueprint for that.

Peter Vertongen
Peter Vertongen
Customer experience
Eureka! with Aurélie Pols (data scientist and privacy engineer)

Eureka! with Aurélie Pols (data scientist and privacy engineer)

She calls herself a recovering dataholic, and she spends most of her time fighting for privacy rights in data and tech. Aurélie Pols is a respected voice in the privacy debate, and renowned for her strong stance on the issue. We talked to her about the state of privacy and the future of data.

Siegert Dierickx
Siegert Dierickx
Eureka!
Beyond the Buzz: audience modeling

Beyond the Buzz: audience modeling

Lookalike audience modeling and evolutionary AI are revolutionizing old-school customer segmentation. Here’s what you should know.

Nicolas Lierman
Nicolas Lierman
data
IV - Thou shalt identify thy audience

IV - Thou shalt identify thy audience

Where did you last experience exceptional customer service? If your local bakery, grocer or trusted hairdresser come to mind, that’s no coincidence. It’s because they know you and act accordingly. The better you know your client, the better the experience you can offer them.

Peter Vertongen
Peter Vertongen
data
Know thy customer

Know thy customer

While technology keeps advancing, complexity increases as well –and so do concerns about online privacy. At least part of the solution is the customer data platform (CDP), which is useful in SMEs as well as complex, international organizations.

Siegert Dierickx
Siegert Dierickx
CDP
III - Thou shalt treasure thy data

III - Thou shalt treasure thy data

Move over gold, myrrh and incense. The true treasure these days is data, so you should treat it as such. People are becoming increasingly aware of how much personal data they leave behind, and it’s a reason to be cautious.

Peter Vertongen
Peter Vertongen
data
II - Thou shalt treat thy employees as ambassadors

II - Thou shalt treat thy employees as ambassadors

What if Jesus viewed his disciples as mere servants? He might have gone down in history as just another ungrateful boss, and the good word would probably have never spread. Think about your own employees not just as hired hands, but as true ambassadors.

Siegert Dierickx
Siegert Dierickx
Customer experience