CX Goalkeeper with Nils Hafner - S1E15 is about the Customer Experience Trend Radar 2021

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 2021The 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 visionAs 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 deliverySuggested 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 DelisiNils 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:- http://hafneroncrm.blogspot.com/- https://www.linkedin.com/in/nilshafner/- Amazon Link to Nils Hafner's book (German)Thank you Nils!#customerexperience #leadership #innovation #transformation #cxtrends #strategy

Om Podcasten

Business & Digital Transformation, Leadership, Innovation and Customer Experience. It's not about B2B or B2C business - we are in a HUMAN to HUMAN environment. Don't waste your time looking for latest insights, best practices, methods, ... I bring them to you. I personally select the best thought leaders, experts, specialists and friends to give you, episode after episode, everything you need to smartly play in your job and in your life. More information: www.cxgoalkeeper.com/podcast About Gregorio Uglioni - Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions customer experience, experience, customer service, service, transformation, cx transformation, agility, best practices, customer, acquisition, retention, cost to serve, best in class service, best in class experience, thought leader, transformation manager, cx manager, senior management, cx strategy, voice of the customer, voice of the employee, growth, purpose, improve business results, award-winning strategy, cx community, leadership, improvements, cx governance, experience design, customer journey, ACXS, CCXP, CXPA, employee experience, innovation, cx culture, cx design, cx architecture, service culture, people first, human being, purpose