I read a fascinating article by mycustomer.com focused on the investment costs of customer experience technology. Research has shown that this year a massive $508 billion will be spent on CX technologies, with the retail and financial sectors being the [...]

Experience is the new status symbol of today's generation. But experience is also the new product because it is no longer about selling a product or a service for yourself. It is about emotions and feelings that we connect customers, [...]

Some days ago, I received the latest ‚W&V #7 from July 3, 2019, which I found fascinating and in my opinion, an important article about brands. It says, "The brand becomes a world of experience". I was delighted with this [...]

If an OEM owned their networks, how many showrooms would they have? Would the OEM make the same level of investment costs as they make the dealer spend on their showrooms to create the latest brand experience? The simple answer [...]

A brand is a fundamental part of any company’s business activities and culture. If you have strong values and beliefs, you will stand out. The description of what makes up a brand is often debated, we believe a brand is [...]

Some months ago I was on a trip through some parts of the UK with my family. We had experienced two wonderful weeks of British nature, architecture, heritage and weather (everyone will confirm 2018 was an exceptional year!). However, we [...]