Är begreppet customer experience, även kallat CX, daterat?
Konsulten om CX: ”Företag har svårt att greppa komplexiteten”
Kundfokus
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.

Foto: Adobe Stock/ Välva
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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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.
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


