5 Questions about the challenges in the energy sector

By Brigitte Narmon on 05 February 2015

A Q&A with Brigitte Narmon, lead of the AE Utilities Community, about the challenges of the Belgian energy sector and how AE prepares for this (r)evolution?

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7 Deadly Sins for the CEO

By Guido Van Humbeeck on 08 January 2015

Wikipedia: “A Deadly Sin: a Sin that is the origin of other sins or vices.”

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Does your customer care about his journey and your touch points?

By Filip Hendrickx on 18 December 2014

So we have analysed the customer's journey, looking not only at the different steps our customer goes through, but also how he feels along the way. We've also checked the different touch points the customer interacts with and identified gaps or points for improvement. Useful techniques that help us better serve the customer. But one question is left untouched: does the customer care?

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New Customer Experience Insights: Go dining!

By Tom Devos on 20 November 2014

The experience of two restaurant visits from last month stuck with me. In the first one jackhammers were constantly interrupting our conversation because they were rebuilding the place. In the second one, I was sitting on a terrace, in a beautiful late-summer sun. One of those restaurants however will never see me again. Guess which one?

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Journeys and touch points: two sides of the same coin

By Filip Hendrickx on 06 November 2014

In my previous post and related article, I explained how I believe customer journeys can be used to guide strategic investments. Customer journeys can help you find out where and how your organisation can improve the long term customer experience. Armed with that knowledge, you can then define the required change projects.

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