Är begreppet customer experience, även kallat CX, daterat? Det tycker Johan Sjöström på konsultföretaget Välva. Han har över 20 års erfarenheter av digital utveckling och design av digitala kundmöten, och har utbildat drygt 200 företag i kundresekartläggning, kundupplevelse och customer experience management.
Konsulten om CX: ”Företag har svårt att greppa komplexiteten”
kundmötet Ut med förenklade kundupplevelser som inte omfattar hela människan – in med resonans. Johan Sjöström tycker att företagen måste omvärdera sin relation till kunden för en hållbar omställning.

Någonting är fel
Du är inloggad som prenumerant hos förlaget Pauser Media, men nånting är fel. På din profilsida ser du vilka av våra produkter som du har tillgång till. Skulle uppgifterna inte stämma på din profilsida – vänligen kontakta vår kundtjänst.
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– CX som begrepp är något vi borde ifrågasätta mer. Det kognitivt upplevda är något vi måste arbeta med och inte emot. CX behöver också utmanas så att vi inte tänker att CX-arbetssätten endast ska driva fram lojalitet, säger han.
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
