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...
How to align all employees with the customer experience strategy It is very important to realise that Customer Experience and having a customer-centric mindset is often a cultural process within organizations. For that reason, a majority of leaders expressed that the...
***Update: Curious to learn how Wolters Kluwer has successfully executed the CX framework during their CX transformation journey from 2014 to 2019? Find out more in this guest blog post: Wolters Kluwer CX Transformation journey by Elena Brambilla, CX and Strategy...
A (little Italian) sunshine of energy, enthusiasm, and passion, with a mission to bring more happiness in the world one interaction at the time, the business world being my chosen playground!
I inspire and empower conscious leaders to nurture their happiness (moving from depleting to enriching emotions) and to move from depleting to enriching experiences, choosing, designing, and delivering WOW life-enriching interactions that contribute to everyone’s HAPPINESS, so they can achieve business and personal prosperity, making happiness their competitive advantage
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