The CX goalkeeper had a smart discussion with Nils Hafner.
Prof. Dr. Nils Hafner is a great friend of mine and an outstanding CX expert. In the DACH region one of the most known CX thought leader. He is an international Keynote Speaker, a Blogger, an Author and Professor at the University of Lucerne. How Nils explains CX and the examples he is using, make the discussions with him unforgettable.
My key learnings:
- First Nils started with CRM Trends in 2006 and then moved to the Customer Experience Trend Radar 2021
- The CX Trend Radar 2021 is structured in People, Process & Technology covering 18 Trends (1 additional) positioned on a maturity model.
- Development in CX Management is technology driven without a real CX vision
- As a matter of fact, there is an acceleration of digital and decreasing budgets. Therefore, is it important to focus on differentiating factors (compared to competition)
- One item was added in 2021: governance for design and delivery
- Suggested focus for 2021: Value Irritant matrix, Digital experience (instant, immersive) and Conversational AI
Something special about Nils: His hobby is “Reading and world Domination”
His book suggestion: The Effortless Experience, Matt Dixon, Nick Toman and Rick Delisi
Nils shares a quote a not the usual gold nugget: “For a complex problem there is always a simple solution, but this is most time wrong” Umberto Eco”
How to contact Nils:
Thank you Nils!
#customerexperience #leadership #innovation #transformation #cxtrends #strategy
