Ole Goehring

The Human Heartbeat of Customer Centricity: Beyond Technology

In the modern landscape of business, customer centricity has become more than just a buzzword; it’s a strategic imperative. From sophisticated CRM systems to AI-powered chatbots, companies are investing heavily in technology to enhance the customer experience. While advanced tools undoubtedly play a crucial role, true customer centricity goes beyond the realm of technology. It’s…

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Breaking Down Silos: Why They Hinder Customer Experience Execution

In today’s fast-paced business landscape, customer experience reigns supreme. Companies across industries are investing significant resources in crafting seamless and personalized experiences for their customers. However, despite these efforts, many organizations still struggle to execute effective customer experience strategies. One of the major roadblocks? Silos and the associated discussions on ownership of the customer! I…

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