How cross-functional talent can lead to high-impact communications
An expert in customer experience explains the pros & cons of cross-functional talent versus specialisation in marketing.
What if Hemingway inspired your customer experience?
Customer experience leaders can benefit from literature more than you might think, to anticipate customer impressions and create new experiences.
How responsible is your customer experience?
Professor Isabella Maggioni talks about what a responsible, sustainable customer experience looks like – and the keys to successfully creating one.
“Customers expect a smooth & seamless shopping experience”
The state of e-commerce with Nathalie Balla, CEO of the leading French retailer La Redoute
Data and the customer experience: getting the best out of big data
Correctly leveraged, big data can offer huge benefits to any business, but where to start? We spoke to ESCP Professor Louis-David Benyayer and Glanceable co-founder Arthur Cohen about the potential – and pitfalls – of big data when applied to customer experience.
Going beyond the customer: how to make your strategy human-centric?
What should we, as humans in the 21st century, expect from brands and businesses? We explore the idea of a human-centric approach, with Professor of Marketing Charlotte Gaston-Breton.
Some of us are ashamed of asking for help, but companies can fix this!
According to Marion Sanglé-Ferrière and Ben Voyer, one person out of three does not dare to turn to the supplier in case of problems. They explain why, and what companies can do to actually help.
How user-centric co-innovation has been driving digital transformation at Faurecia
Martin Kupp and Joe Peppard shed light on the digital transformation road map of this global automotive component manufacturer, which has been largely driven by the digitalisation of the customer experience with Accenture.
How are tech innovations shaping the future of customer experience?
Every business owner knows it: to succeed in an ever-changing world where competition is global, managing to create a meaningful, positive relationship with customers is key. Which many have done by building a quality customer experience and relationship management system. However, these last decades of technological innovation and global change have also shaken to the…
When choice overload makes it too hard to choose
We are culturally programmed, in a certain way, to think that freedom of choice will bring us love, prosperity and satisfaction. But is this always the case? Sophie Guignard explains why too many choices makes it hard to choose.
Closing the ‘green gap’ to create sustainable value
ESCP Prof. Julien Schmitt provides guidelines for managers and policymakers to reduce this gap between consumers’ positive attitudes toward sustainability and environment protection, and actual consumption behaviours.
A full picture of customer preferences and behaviours for 2022
The way we interact with brands has changed very quickly over the past few years and even more so since 2019. ESCP alumnus and Customer Experience specialist Julien Hervy outlines some of the key CX trends to note in 2022.
