Companies that make the right investments now, can build an enduring advance in serving customers. Three priorities will be key.

“IMPROVE YOUR CUSTOMER (N)EXPERIENCE IN THE NEW REALITY”

JACKO D’AGNOLO

Customer Strategy

As companies prepare for the long term — ‘ the next normal’ — the path forward is anything but clear. Among the most disturbing challenges, according to Jacko, is determining which customer behaviors and trends are here to stay and which ones will eventually fade.
To win in the new reality, companies need to identify current behaviors that will define customer experience in the near term, Jacko calls it ‘Nexperience’.

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Companies that make the right investments now, can build an enduring advance in serving customers. Three priorities will be key.

“IMPROVE YOUR CUSTOMER (N)EXPERIENCE IN THE NEW REALITY”

JACKO D’ANGELO

Customer First Strategist

As companies prepare for the long term — ‘ the next normal’ — the path forward is anything but clear. Among the most disturbing challenges, according to Jacko, is determining which customer behaviors and trends are here to stay and which ones will eventually fade.

To win in the new reality, companies need to identify current behaviors that will define customer experience in the near term, Jacko calls it ‘Nexperience’.

Read more

He believes three priorities will define customer nexperience in the post-pandemic era:
  1. digital excellence
  2. safe and contactless engagement
  3. dynamic customer insights
Companies who want to lead in this world, should ask themselves some fundamental questions:
  • How will your customer needs change as we head into a post-crisis “new normal”?
  • How will you create human-like interactions with customers you will never meet?
  • How will you create resilience in your supply chain, without tying up more capital?
  • How will you bring out digital products in days or weeks, as your competitors are trying to do as well?
Jacko was responsible for the basis of Customer Experience Management within Vodafone, where he introduced customer advocacy thinking. As a former Managing Partner of Boer & Croon, Jacko has been an architect and realizer of change processes around customer experience and digital transformation in a wide range of organizations. He is author of the Management book ‘En waar blijft de klant?’, former member of the jury Dutch Interactive Awards and was mentor at Startupbootcamp.
How better experience can improve your business.
He believes three priorities will define customer nexperience in the post-pandemic era:
  1. digital excellence
  2. safe and contactless engagement
  3. dynamic customer insights
Companies who want to lead in this world, should ask themselves some fundamental questions:
  • How will your customer needs change as we head into a post-crisis “new normal”?
  • How will you create human-like interactions with customers you will never meet?
  • How will you create resilience in your supply chain, without tying up more capital?
  • How will you bring out digital products in days or weeks, as your competitors are trying to do as well?
Jacko was responsible for the basis of Customer Experience Management within Vodafone, where he introduced customer advocacy thinking. As a former Managing Partner of Boer & Croon, Jacko has been an architect and realizer of change processes around customer experience and digital transformation in a wide range of organizations. He is author of the Management book ‘En waar blijft de klant?’, former member of the jury Dutch Interactive Awards and was mentor at Startupbootcamp.
How better experience can improve your business.

FUNDAMENTAL CHANGE OF MIND-SET FOCUSING ON THE CUSTOMER

0%

Uplift in customer experience can generate a 20 to 30 percent uplift in customer satisfaction.

0%

A 10 to 20 percent improvement in employee satisfaction.

0%

And economic gains ranging from 20 to 50 percent of the cost base addressed in the various journeys.

"I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel!"

- Maya Angelou

FUNDAMENTAL CHANGE OF MIND-SET FOCUSING ON THE CUSTOMER

0%

Uplift in customer experience can generate a 20 to 30 percent uplift in customer satisfaction.

0%

A 10 to 20 percent improvement in employee satisfaction.

0%

And economic gains ranging from 20 to 50 percent of the cost base addressed in the various journeys.

"I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel!"

- Maya Angelou