Szakértőként rengeteget beszélgetek üzleti vezetőkkel, döntéshozókkal és mindig egyöntetűen egyetértünk abban, hogy az ügyfélélmény mennyire fontos, mégis ügyfélként távolról sem...
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CX isn’t about perfection – it’s about how we treat people
When we talk about customer experience (CX), most people think of smooth, positive interactions: fast service, attentive staff, flawless products....
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CX and Loyalty – Why Do Customers Keep Coming Back?
A successful business doesn’t rely on constantly acquiring new customers—it succeeds when existing customers return again and again. Loyalty, or...
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Business Arguments, ROI, and the “Why Now?” Answers for Decision-Makers
Customer Experience (CX) is no longer just a “nice-to-have” or a PR component—it’s becoming a key business differentiator. Still, when...
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Employee Experience Matters Too – How EX Impacts CX
When we talk about customer experience (CX), most companies immediately think about their customers. But there’s another, less visible –...
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A digitális élmény – weboldaltól az applikációig
What does online customer experience really mean – and why looking “nice” isn’t enough? Today, having a digital presence is...
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Persona – Who Are You Really Designing For?
Why “making it good for everyone” isn’t enough In earlier articles, we discussed several tools and methods used in customer...
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How Do We Measure Experience? – Quantifying Customer Experience in Plain Terms
When you walk into a store, call customer service, or make a purchase on a website, every interaction leaves an...
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The feeling you create – that’s what makes customers come back
Role of emotions in customer experience When we discuss customer decisions, we often assume that people are purely rational, logic-driven...
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The Map is Not the Terrain – Why One Journey Map Isn’t Enough
Too many organizations treat journey maps as finished project deliverables. “It’s done, check the box.” But a customer journey isn’t...
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Touchpoints – Where Does the Customer Encounter Us, and Why Does It Matter So Much?
In our previous article about the customer journey, we mentioned the term touchpoint — one of the fundamental building blocks...
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The customer journey doesn’t start at the checkout – and it doesn’t end there either.
Many businesses still believe that the customer relationship begins when someone makes a purchase. In reality, the customer journey starts...
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ESG is not a responsibility, but an opportunity – Thoughts from the ESG Summit 2025
Last week, I had the opportunity to attend the ESG Summit 2025, organized with the support of Mastercard, E.ON, and...
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What is customer experience, and why does every successful business care about it?
Think about it: the last time you ordered something online or walked into a store, what made the experience memorable...
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What You Don’t See in Customer Experience Can Hurt You – The Hidden Risk of Survivorship Bias
Imagine you’re analyzing airplanes to figure out where to reinforce the armor. The planes that return from battle show damage...
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