Author: Mila Krasteva

Looking for differences between brand and customer experience? Look for synergies, instead.

Mila Krasteva
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Some of the important learnings from “Unleashing Digital Customer Experience” event (Amsterdam, November) were that for companies, consistency in all directions still remains a significant challenge: Consistency across the whole customer journey, especially with the increase of digital touchpoints Consistency in internal alignment – how non-CX KPIs correlate with the CX goals and vice versa Consistency…

The Vulnerable Customers Factor: Why is it important to measure and improve their experience

Mila Krasteva
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Who is a vulnerable customer? Did you know that every 1 in 2 people in the UK will be vulnerable at some point during the year, according to the UK Financial Conduct Authority? (Financial Lives Survey, 2020) People don’t become vulnerable just because of old age or disabilities. There are many life circumstances that could make…

CX Impact Project with Signify excells at European Customer Centricity Awards 2021

Mila Krasteva
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Every day we see more companies trying to go beyond anecdotal evidence what is the impact of proactively managing customer experience and help their executives gain internal support for key CX initiatives. That’s why our latest win at the European Customer Centricity Awards 2021 makes us extremely proud. Our joint project with global lighting leader Signify…

The customer-centric transformation of HeidelbergCement Group, enabled by GemSeek, recognised at the Customer Centricity World Series 2021

Mila Krasteva
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research We are proud and humbled to announce that our project with HeidelbergCement Group was awarded at the Customer Centricity World Series virtual finals ceremony last night, May 19th 2021 in 3 categories: Business Change or Transformation B2B Customer Centricity OVERALL WINNER HeidelbergCement’s customer-centric transformation overcame competition from Volvo, Brenntag and others in the Business Change or…

The Best Customer Insights Are Found at The Intersection of Past, Present and Future

Mila Krasteva
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research TABLE OF CONTENTS It’s not about how you get those customer insights, it’s what you do with them > Getting customer insights about past experiences > Real-time customer insights to act quickly > Customer insights for the future > It’s not about how you get those customer insights, it’s what you do with them Understanding customers…

The future of industry events: Rise of virtual and hybrid formats

Mila Krasteva
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research TABLE OF CONTENTS Bye, bye business trips and congress tourism > The benefits of event virtualization> The downside of going digital > Why isn’t the (near) future fully digital> The rise of the hybrid event> Bye, bye business trips and congress tourism Bright lights, roaring applause. Oh, the excitement and anticipation as we were coming on…