X+M Le Journal des Expériences Mémorables
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Design Thinking With SAP: The journey of a first time home owner - YouTube

Take a journey with George and Jane as they work with a bank in buying their first home. They are assisted in each step of the way and created a life long re...
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X+M  Le Journal des Expériences Mémorables
Bienvenue dans le monde enchanté de l'expérience client ! Toute l'actualité de l'expérience client, du design de service, de la voix du client, du marketing sensoriel et expérientiel et du management de l'expérience client. Enjoy !
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Design Thinking as a Strategy for Innovation

Design Thinking as a Strategy for Innovation | X+M  Le Journal des Expériences Mémorables | Scoop.it
When design thinking is applied to strategy and innovation, the success rate for innovation dramatically improves. Learn how to think like a designer.
Laurence Body's insight:
Le #designthinking une nouvelle stratégie pour l'#innovation
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3 Reasons Customer Experience Should Be Your #1 Technology Investment

3 Reasons Customer Experience Should Be Your #1 Technology Investment | X+M  Le Journal des Expériences Mémorables | Scoop.it
Why #CX Should Be Your Top Tech Investment https://t.co/BU26TuaqG7 #OracleEmp https://t.co/sG1lTMGkyP
Laurence Body's insight:
3 raisons pour lesquelles l'#experienceclient doit etre l'investissement #IT n°1
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2017 Customer Experience Resolutions | CustomerThink

2017 Customer Experience Resolutions | CustomerThink | X+M  Le Journal des Expériences Mémorables | Scoop.it
Definitely agree with #employee collaboration - 2017 #CX Resolutions by @clearaction https://t.co/OA4Pk5ifk4 via @CustomerThink
Laurence Body's insight:
Les résolutions #experienceclient pour #2017
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How Design Thinking Transformed Airbnb from a Failing Startup to a Billion Dollar Business

How Design Thinking Transformed Airbnb from a Failing Startup to a Billion Dollar Business | X+M  Le Journal des Expériences Mémorables | Scoop.it
Airbnb Co-founder Joe Gebbia talks about the true meaning of being scrappy and being willing to do things that don't scale.
Laurence Body's insight:
Comment @airbnb est devenue une licorne grace au #designthinking
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Use Customer Journey Maps to Uncover Innovation Opportunities

Use Customer Journey Maps to Uncover Innovation Opportunities | X+M  Le Journal des Expériences Mémorables | Scoop.it
This Creativity Challenge and Customer Journey Map are an excerpt from David and Tom Kelley’s book Creative Confidence.
Laurence Body's insight:
Cartographiez le parcours client comme @ideo #experienceclient
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How to Use Design Thinking in Your Sales Discovery

How to Use Design Thinking in Your Sales Discovery | X+M  Le Journal des Expériences Mémorables | Scoop.it
In most sales organizations, there is incredible pressure to deliver. I’ve been in sales for over 20 years and know this firsthand. Management is under tremendous stress to hit numbers. Salespeople are hired because they’re closers.
Laurence Body's insight:
Réinventer la culture #ventes par le #designthinking #salesorientation #empathie #discovery 
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A Man Walks Into an Airport Bar ... A Tale of Poor Customer Experience

A Man Walks Into an Airport Bar ... A Tale of Poor Customer Experience | X+M  Le Journal des Expériences Mémorables | Scoop.it
Poor airport experiences are as common as typos on the internet. We've all been there. You're dragging your carry-on through the airport after a long day.
Laurence Body's insight:
L'histoire d'un voyageur qui vit une mauvaise #experienceclient #reallife #cx
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Customer Experience & Service Strategy | Interviews

Customer Experience & Service Strategy | Interviews | X+M  Le Journal des Expériences Mémorables | Scoop.it
Check our latest #CXTALK video interviews with experts from forrester AXAinBelgium Orange etc. https://t.co/oj7cATA7ty
Laurence Body's insight:
Check out ! quelques interviews de top #CXO @eon @orange @axainbelgium #experienceclient #cx
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Design Thinking de-bunked

Design Thinking de-bunked | X+M  Le Journal des Expériences Mémorables | Scoop.it
We’ve unpacked the hype surrounding Design Thinking: Here are 5 key steps you should follow to stand the test of time.
Laurence Body's insight:
Démystifier le #designthinking #CX #servicedesign
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Design Thinking 101

What is design thinking and why should you care? History and background plus a quick overview and visualization of 6 phases of the design thinking process.
Laurence Body's insight:
Le #designthinking : pourquoi, comment et autres questions fondamentales #servicedesign #experience #CX
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Design Thinking and Prime Value Chain Analysis - Accenture

Design Thinking and Prime Value Chain Analysis - Accenture | X+M  Le Journal des Expériences Mémorables | Scoop.it
Read Accenture's report about how Design Thinking and Prime Value Chain analysis can give today's business customers the experiences they expect.
Laurence Body's insight:
Ca n'est pas dans les vieux pots qu'on fait de nouvelles recettes :) Osez le #designthinking pour offrir à vos clients les #CX qu'ils méritent @accenture 
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The five most important attributes of digital customer experience

The five most important attributes of digital customer experience | X+M  Le Journal des Expériences Mémorables | Scoop.it
Veronika Birnkammer outlines the five most important attributes of digital experience, and how they can unlock valuable customer data.
Laurence Body's insight:
Les 5 critères de réussite d'une #experienceclient #digital #CX 
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Connecting The Digital Dots Of The Customer Experience

Data, research and customized content is the key to connecting the digital dots to a killer customer experience. 
Laurence Body's insight:
Quelques chiffres a propos de l'#experienceclient et des stratégies de contenu #digital #experienceclient #CX #custexp #custserv 
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Amazon unveils plans for grocery shop with no checkouts - BBC News

Amazon unveils plans for grocery shop with no checkouts - BBC News | X+M  Le Journal des Expériences Mémorables | Scoop.it
Customers will be able to select items and walk out without waiting to pay at the Amazon Go shop.
Laurence Body's insight:
#amazon en dit plus sur la nouvelle #experience de shopping sans caisse
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Lean Startup and Design Thinking: Getting the Best Out of Both

Lean Startup and Design Thinking: Getting the Best Out of Both | X+M  Le Journal des Expériences Mémorables | Scoop.it
How to create a customer-centric venture.
Laurence Body's insight:
#leanstartup ou #designthinking ? Pourquoi choisir ? 
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The Case For Startups to Put CX at Their Core

The Case For Startups to Put CX at Their Core | X+M  Le Journal des Expériences Mémorables | Scoop.it
At eero, the Customer Experience (CX) team is known as the "truth squad." Here's how its CEO and Co-founder Nick Weaver and Head of CX Dana Lindsay built and scaled an essential — but often overlooked — discipline at startups.
Laurence Body's insight:
Vous etes une start up et vous avez décidé de mettre le client au coeur de votre stratégie ? l' #experienceclient est pour vous ! #innovation #startup #cx
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Every customer experience project is a culture project | CustomerThink

Every customer experience project is a culture project | CustomerThink | X+M  Le Journal des Expériences Mémorables | Scoop.it
RT @eTouchPoint: Why every #CustomerExperience project is a culture project. https://t.co/C2Jx4wnZOn https://t.co/lvfntNVBO9
Laurence Body's insight:
Les projets #experienceclient sont avant des projets de culture 
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Four steps to best practice design thinking in CX projects | Marketing Magazine

Four steps to best practice design thinking in CX projects | Marketing Magazine | X+M  Le Journal des Expériences Mémorables | Scoop.it
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Laurence Body's insight:
Les 4 étapes pour pratiquer le #designthinking dans les projets #CX #experienceclient
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Freeing Service Design Thinking for the 99%

Freeing Service Design Thinking for the 99% | X+M  Le Journal des Expériences Mémorables | Scoop.it
It is no secret that Design Thinking and Service Design have been around for a while and are slowly becoming mainstream-popular strategic approaches.
Laurence Body's insight:
Et oui, le #designthinking, c'est aussi pour les petites entreprises #SMB #customerexperience 
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Ali McGill on Combining Service Design and Customer Experience

Have you heard of service design? Me neither until I met this awesome dude called Ali. In this show, Ali explains exactly what service design is and th
Laurence Body's insight:
Comment le #servicedesign impacte l'#experienceclient #CX 
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Improving Your Customer Experience By Building Trust

Improving Your Customer Experience By Building Trust | X+M  Le Journal des Expériences Mémorables | Scoop.it
Customer experience is taking on an increasingly important role in B2B marketing. Presenting buyers with a positive experience whenever they interact with your business can be the deciding factor in whether or not they will return to make a purchase.
Laurence Body's insight:
La #confiance indispensable pour construire une #experienceclient durable 
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Roxana Strohmenger's Blog

Roxana Strohmenger's Blog | X+M  Le Journal des Expériences Mémorables | Scoop.it
Over the past two weeks, my colleagues Harley Manning and Rick Parrish have discussed the rising tide of CX quality, stagnation among top brands, and CX-fueled digital disruption in the results of our US 2016 Customer Experience...
Laurence Body's insight:
L'#experienceclient c'est la facon dont vos clients se sentent quand vous livrez l'#experience et pas la facilité d'utilisation @forrester
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Becoming a “Retailer of the Future” with Customer Experience

Becoming a “Retailer of the Future” with Customer Experience | X+M  Le Journal des Expériences Mémorables | Scoop.it
The 4 steps to become a #retailer of the #future https://t.co/pPyg4NvLLS #customerexperience #analytics via @ciscoretail
Laurence Body's insight:
L' #experienceclient pour devenir un retailer du futur #retailexperience #retailex #CX #retail
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Expectations Are Rising. Can Your Customer Experience Keep Up?

Expectations Are Rising. Can Your Customer Experience Keep Up? | X+M  Le Journal des Expériences Mémorables | Scoop.it
Brands are expected to create memorable customer experiences, to match the ever-rising expectations from customers, and those who do not will fall behind
Laurence Body's insight:
Breaking News ! l'#experienceclient est plus importante que le #prix ou le #produit #WOW #CX #custexp
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There’s no innovation agenda without design thinking | Business Improvement and Social media

There’s no innovation agenda without design thinking | Business Improvement and Social media | X+M  Le Journal des Expériences Mémorables | Scoop.it
It anticipates our needs, creates our experiences and tips the scales in a competitive global landscape. Never have design thinking, design practice and creative skills been as important to Canada’s future as they are now.
Laurence Body's insight:
Le #designthinking au coeur de la stratégie d'#innovation des grands groupes #innovation #cx #experienceclient
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