Guest post by Lianne Bergeron, who shares her experience as participant of the 1-day-intensive H-CX (Human-Centered Happiness-Contributing) Customer Experience Masterclass in May 2019. I arrive in Zaandam bright and early on Monday morning. As I walk into the... Read More
Guest Post by Elena Brambilla (Legal Software Strategy Director, Wolters Kluwer) who since 2013 has driven WK journey to become customer-driven using NPS as a driver for change and the CX 6 disciplines framework as a catalyst for actions and alignment within a large... Read More
My announcement for Yellow Goldfish Book launch today was going to be slightly different then what you see in the banner collage image until this morning I sat to finalize it before sending out my newsletter. And then, just like we describe on page 242 of the book... Read More
As we drove into the main road of our village this morning, the kids immediately noticed something was different: “Mom, why are all these balloons hanging around?” My first thought was of someone celebrating their 50 years, something the Dutch like to... Read More
Guest Post by Marjolein Droog who attended our CX Masterclass in 2017 and recently took the CCXP exam at the Amsterdam Test Center. In this guest post, she shares her experience and gives good tips for those considering taking the exam in the Netherlands. “How... Read More
How to shape your CX design & change process Once you have determined what your Customer Experience strategy should look like and you have good Customer Understanding, you will need to shape your CX design: having clear repeatable processes and frameworks in place... Read More
My mission is to bring more happiness into the world by removing frustrations and inefficiencies that happen during customer-company interactions and by creating & delivering WOW experiences instead. I believe that "happiness is when what we think, what we say, what we do, what we feel, and WHAT WE EXPERIENCE are in harmony", hence I want to make our experiences as customers and employees have the highest contribution possible to our happiness.